NOTE: A new version of the Insights experience is now in test launch with a small segment of Admin and Manager level users. We plan to further iterate and roll this experience out to more customers based on user feedback.
In this article
Objective
You want to know what features are present in the new Insights experience in Coconut.
On each of the following three pages (Location, Staff and Service), the dashboard can be downloaded in PDF or CSV format.
Location
The Location dashboard provides near real-time insights about your organization’s location’s performance. Continue reading for more information on the elements present in this dashboard.
The Location dashboard view in Coconut
Filters
Location Name
Choose different filtering options for your branches
Location City
Choose all locations in one or more specific cities
Service Name
Select which service names you want to see location data for
Engagement Start Date
See the Time Interval Filter section
Metrics
Total Engagement Volume
A total of your engagements combining both schedule and walk-in appointments
% of Appointments in ongoing statuses
A percentage breakdown of your scheduled appointments by status
% of Appointments in finalized statuses
A percentage breakdown of your completed appointments by status
Average Wait Time
Average of the wait time metric for the selected time duration filter
Wait time measures the duration between when the client checks in and the engagement starts
Only applies to walk-in appointments
Overall Average Handle Time
Shows the combined average handle time of both scheduled appointments and walk-in engagements
The overall average handle time of all engagements, regardless of engagement type
Appointment Average Handle Time
Average of the handle time metric for the selected time duration
Handle time measures the duration between when the appointment was started and when it was moved to the Completed status
If the appointment was completed too late, Coconut uses the served_at timestamp to compute the average handle time metric, so that is a more accurate representation of the true handle time
Walk-in Average Handle Time
Average Handle time for the selected duration for all walk-in appointments
Charts
Appointment Booking Channels
A breakdown of the appointments booked by channel
Appointment Meeting Methods
A breakdown of the appointment meeting methods chosen by clients in the appointment booking experience
Location Performance Overview
This table shows the summary of each location’s overall performance based on the metrics shown on this dashboard. Each location is ranked based on their engagement volume, engagement completion rates, cancellation and no-show rates, wait time, and handle time metrics. Based on these rankings, Coconut checks the location’s average ranking across the board. The location with the best average ranking receives the highest rank in the “Overall Rank” field.
Staff
The Staff dashboard provides real time insights about staff performance. Continue reading for more information on the elements present in this dashboard.
The Staff dashboard view in Coconut
Filters
Staff Name
Choose different filtering options for your organization’s staff members
Staff Group Name
This filter will have data if your organization has configured any Staff Groups in the Staff Groups navigation area
Learn how to create a new Staff Group here
Staff Job Title
This filter will have data if your organization configures Job Titles while creating or importing Staff into Coconut
Location Name
Choose different filtering options to see Staff data for specific branches
Location City
Choose all locations in one or more specific cities
Engagement Start Date
See the Time Interval Filter section
Metrics
Top 10 Staff by Completed Appointments
Shows top 10 staff by completed appointments based on the selected filters
Top 10 Staff by Completed Walk-Ins
Shows top 10 staff by completed walk-in engagements for the selected filters
Utilization Rate by Staff
Shows utilization rate by staff, which can be sorted for most or least utilized
Staff utilization rate shows staff’s utilized availability
It represents the percentage of the staff member’s hours that are spent in appointments, walk-ins or personal busy blocks
Average Handle Time by Staff
Average Service Duration is the average of the expected duration across the different types of services the staff member fulfilled engagements for
The % of Average Service Duration metric is calculated as ‘Average Handle Time divided by ‘Average Service Duration’
100% is the ideal value for this metric
If the value exceeds 100%, the staff member is taking longer than expected on their engagements, whereas a value less than 100% indicates that the staff member is completing their engagements quicker than the service’s expected duration
Team Performance Overview
This section shows the summary of each staff member’s overall performance based on the metrics shown above. Each staff member is ranked based on the engagement volume - consisting of both appointments and walk-ins, their utilization rate, and their average handle time as a factor of the expected average service duration. Based on these rankings, Coconut checks the staff’s average ranking across the board. The staff with the highest average ranking receives rank 1 in the ‘Overall Rank’ field.
Service
The Service dashboard provides real time insights about your services. Continue reading for more information on the elements present in this dashboard.
The Service dashboard view in Coconut
Filters
Service Name
Select service names to see related performance data
Service Type
Select any Service Classification you have created to help group services for reporting and benchmarking purposes
See Service Classifications Overview for more details
Location Name
Choose different filtering options for your organization’s branches
Location Category
Select this filter if your organization used the Location Category field while creating or updating your locations
Engagement Start Date
See the Time Interval Filter section
Metrics
Appointment Volume by Service
Shows scheduled appointments by service for the selected filter options
Walk-ins volume by Service
Shows walk-in engagement volume by service for the selected filter options
Canceled Rate by Service
Shows the percentage of canceled engagements relative to the total number of booked engagements for each service
No Show Rate by Service
Shows percentage of no-show engagements relative to the total number of booked engagements for each service
Average Handle Time by Service
Shows the average handle time by service in context of the Expected Service Duration for the service
Time Interval Filter
Each Insights page shares the same date range selector. Picking an option from the dropdown populates the date ranges and runs the report. All date ranges are inclusive of start and end times selected.
Time Interval | Description |
Today | Today’s data from 12:00am to the current time |
Yesterday | Previous calendar day from 12:00am to 11:59pm |
Last week | Monday of the previous week at 12:00am to Sunday at 11:59pm |
Last month | First day to the last day of the previous month |
This month | First day to the last day of the current month |
This year to date | January 1st of this calendar year to the current date, inclusive |
This quarter | Q1 = January 1 to March 31 |
Last quarter | First day to the last day of the previous quarter, inclusive |
Last year | January 1st to December 31st of the previous calendar year, inclusive |
Next week | Monday of next week at 12:00am to Sunday of next week at 11:59pm |
Additional resources
For information on the current Insights experience available to all Coconut users, please review this article.