What Gets Measured Gets Improved: Reporting and Waiting Time

Queue systems do not only hand out tickets; they also record how long service takes. Correctly read data is the most concrete input for staffing plans.

Which questions does it answer?

• What is the average waiting time, and when did the maximum waiting time occur?
• At which hours of the day does demand rise?
• In which category does handling time stretch?
• Which branch is offline, and how many tickets are waiting?

Four reports, four perspectives

The live branch report shows online branches only: waiting now, in progress, arrived, completed ticket counts and maximum waiting time. The transaction report lists every ticket individually with greeting, waiting and handling durations, time-stamped. The staff report gives staff activity with average, maximum and minimum values. Detailed chart analysis presents distribution by category and stacked charts over time.

Building a measurement culture

When waiting time is not measured, improvement relies on impressions alone. Reviewing reports weekly makes it possible to base counter counts, shift plans and category distribution on data.

Where is the data held?

In the Enterprise edition, data is held in the central database and all branches are combined in a single report. This enables branch comparison and institution-wide trends; branch-level data can be combined with corporate data to produce customised reports.

Service quality is not an impression but a measurable quantity: waiting time, handling time and the number of completed tickets.

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