In this article
Objective
Run your branches more efficiently, anticipate staffing issues before they arise, and empower your teams with data they need in the moment using Advanced Analytics.
Please note that Advanced Analytics is an add-on feature.
Advanced Analytics Elements
Advanced Analytics includes two primary elements: Dashboards and Explores.
Dashboards
Dashboards provide a broad overview of data centralized around a specific theme. The following pre-built dashboards are available in Coconut:
Booking Experience Satisfaction
Review customer satisfaction with the booking experience across your organization
Customer Satisfaction
Analyze customer satisfaction scores and feedback across your organization
Engagements Overview
Review engagement-related trends across your organization including type (appointments and walk-ins), status, service, and average handle time
Location Deep Dive
Develop a comprehensive understanding of appointment types, engagement levels per staff member, and busy times at one, multiple, or all locations
NOTE: All appointment statuses except for Canceled are included in utilization calculations
Locations - Traffic
Discover patterns in customer traffic at one, multiple, or all locations
NOTE: All appointment statuses except for Canceled are included in utilization calculations
Missed Appointments
Investigate which services, staff, and locations experience the most missed and cancelled appointments to help determine if trends exist
Outcome Analytics
Review engagement outcomes in relation to questions asked and answers given during the booking process
Services Deep Dive
Analyze engagement trends across your organization by multiple service-related parameters
Staff Utilization
Understand staff and location utilization trends across your organization
Review our Dashboards: Getting Started content to learn more.
Explores
Explores enable you to focus in on key metrics, exploring data based on the fields that matter most, further refining the data using a range of filters, and presenting the data using different visualizations.
Multiple pre-built Explores are available:
Staff Utilization
Review how utilized staff are across engagement types and for various time periods
NOTE: All appointment statuses except for Canceled are included in utilization calculations
Staff Assignment Overview
Dive into how staff are assigned at your organization, as well as uncover which staff - if any - are having sync issues with their calendars (if using an Exchange integration)
Engagements
Dig into appointment data for your organization by staff, location, service, or unassigned appointments
Outcome Analytics
Review engagement outcomes in relation to questions and answers asked either as part of the online booking process or during the engagement
Booking Shortcuts
Better understand how booking shortcuts are being used across your organization’s locations and service types
Booking Experience Satisfaction
Analyze various CSAT dimensions related to the booking experience to better understand customer needs
Review our Explores: Getting Started content to learn more.
Advanced Analytics and User Roles
Advanced Analytics is accessible to Admins and Managers within Coconut.
Admins and Advanced Analytics
Similar to Reports and Insights functionality, Admin users can access Explore and Dashboard data for all locations, staff, and services within the organization.
Managers and Advanced Analytics
Similar to Reports and Insights functionality, Managers can access Explore and Dashboard data for all locations they are assigned to, and all staff roles associated with that location.
A note on calculating utilization
Total available time when calculating a staff member's utilization is determined based on a combination of business hours, working hours, and adjustments. As a result, there is the potential for a staff member's utilization to be calculated at greater than 100% if an appointment is booked for that staff member through Schedule outside of a location's business hours.
For example, Central Branch is open 9-12 on Sunday mornings. Bonnie is booked for all of that time this Sunday. She also scheduled an appointment for a select client to advise on an important matter from 1-2 this Sunday. Bonnie's utilization for this Sunday will be greater than 100% as a result, because Central Branch's business hours are 9-12 only.