Insights Basic Overview: What is Insights ? What does it do? Which are the main components of Insights?

From check-in until service completion, all customer data and service experience events are timestamped and stored. Administrators and Managers can view real-time metrics for live location activity and generate ad-hoc reports to analyze trends and verify that performance goals are achieved using Insights.

Insights is your powerful reporting engine designed to help you analyze key operational data, track performance metrics, and gain a deeper understanding of your customer flow and associate activity. By leveraging the different data sets available within Insights, you can create custom reports to answer specific business questions and drive informed decision-making.

The Available Data Sets in Insights

Insights organizes your data into several distinct data sets, each tailored for specific types of reporting. Understanding what each data set contains is the key to building effective reports.

1. Brick & Mortar Experience

This data set focuses on your completed in-person customer journeys.

• What it contains: Records for all customers who made it into the Queue (either as a Walk-In or a checked-in Appointment) and were subsequently removed from the Queue or completed service.

• Record definition: Each record represents a single visit to a single service. If a customer's visit involves multiple services, it will generate multiple records, one for each service, each with its own service time, wait time, and associated agent.

• Practical Use Case:

  • "What was the average wait time for the 'Account Opening' service last month?"

  • "Which associate completed the most transactions in the North Branch this week?"

Side Note:

Understanding Transfers and Service Time in Brick & Mortar Experience

When a client is transferred between associates for the same service, the data is designed to capture the distinct phases of that service.

• In the Brick & Mortar Experience data set, the start/end times reported on the main visit record might initially appear the same, as they represent the overall visit's service time.

• However, each record in the first three data sets (Brick & Mortar Experience, Future Bookings, Queued Customers) represents a single service within a visit.

• To see the service time and wait time for a client with each associate they worked with during a transfer, you will need to report on the underlying transactional data or specific fields that capture the individual agent's interaction time, which may be labeled as "Associate Service Time" or similar metrics, often found in conjunction with the Associate Activity data set for a complete picture.

The key takeaway is that the Brick & Mortar Experience data set captures the client's service record, which may be one record per service even if multiple agents were involved for that single service. To get the granular, agent-specific breakdown, you often need to look at specific associate-level fields within that data set or cross-reference with the Associate Activity data.

2. Future Bookings

This data set is used for reporting on upcoming customer commitments.

• What it contains: Records for customers who have not yet checked into the Queue. This includes upcoming scheduled appointments and past appointments that were missed (no-shows).

• Record definition: Each record represents a single upcoming or missed visit for a single service.

• Practical Use Case:

  • "How many appointments are scheduled for tomorrow across all locations?"

  • "What is the no-show rate for the 'Financial Consultation' service in the last quarter?"

3. Queued Customers

This data set provides a real-time snapshot of your current waiting customers.

• What it contains: Records for customers who are currently waiting in the Queue right now.

• Record definition: Each record represents a single current visit for a single service.

• Practical Use Case:

  • "What is the current longest wait time in the Central Branch?"

  • "How many customers are currently waiting for a 'Deposit' service?"

4. Reporting Events

This data set tracks custom, triggered actions defined in your advanced system rules.

• What it contains: Records of custom events that you have configured in your rules engine.

• Record definition: Each record is a single instance of a reporting event being triggered, showing when it happened and who it happened to.

• Practical Use Case:

  • You create a rule that triggers a "Long Wait Time" event anytime a customer waits over 30 minutes in the Queue.

  • Reporting Question: "How many 'Long Wait Time' events occurred yesterday, and which services were they associated with?"

5. Location Settings

This is the configuration data for your physical branches.

• What it contains: Your location's actual setup details.

• Record definition: Each record is a single physical location.

• Practical Use Case:

  • "Which locations offer the 'Mortgage Consultation' service?"

  • "Generate a list of all branch addresses and their respective operating hours."

6. User Settings

This data set is for reporting on your internal staff and their system usage.

• What it contains: Configuration settings for your users (associates, managers) such as their roles and assigned branches, as well as their system activity (last login time, login counts, etc.).

• Record definition: Each record is a single user.

• Practical Use Case:

  • "List all associates who have not logged into the system in the last 30 days."

  • "How many users are assigned the 'Manager' role in the system?"

7. Associate Activity

This data set tracks the time-based actions of your staff.

• What it contains: Detailed records on the activity of your associates.

• Record definition: Each record is one activity by an associate, such as being active at a location, being away, or the duration of a specific status.

• Practical Use Case:

  • "What was the total 'Active' time for Associate Jane Doe across all locations yesterday?"

  • "Calculate the average amount of 'Away' time associates take during business hours."

8. Composite Report

This data set is not a source of raw data, but a tool for combining existing reports.

• What it contains: This allows you to combine the results of multiple completed reports into a single view.

• Record definition: You choose completed reports as your components, rather than selecting raw fields.

• Practical Use Case:

  • Report A: Shows average wait time by service (from Brick & Mortar Experience).

  • Report B: Shows associate activity time (from Associate Activity).

  • Composite Report: Combine A and B to see if services with high wait times correlate with low associate activity.

Mini Guide how to access Insights and how the interface look like:

To begin, click on the Insights tab. Here, you’ll be able to see all of your created reports.

The main three components of each Insight are:

1. Input Data Fields: These fields define the data you want displayed in the final Insight Report.
   Note: At least one data field must be selected in order to create or run an Insight.
2. Filters: Filters define the granularity of the report. You can choose to view data from all locations or narrow it down by specific locations, tags, services, or time frames.
   Note: If no filters are selected, Qtrac defaults to displaying data from all locations, all tags, all services, and only for today.
3. Executed Insight Report: This section displays the selected fields and applied filters.

Note: The order of columns and grouping within the executed Insight can be customized. For more details, see these articles: Order of Columns, Grouping of Data Fields.

We do have very excesive and big library of articles related to Insights. To look for them all simply search Insights in our HelpCenter search bar and all of them will appear. Please know that we constantly upgrade this section so searching it by keyword is highly recommended. Some of the most common articles needed are:

Insights - Data Dictionary

How to use TimeFrame in Insights

Introducing Qtrac Scheduled Insights

How to share Insights report

How to save new Insight report

How to Duplicate Insights Reports

How to un-share Insights report

How to export an Insights report?

How to Schedule Your Insights Reports

How to use TimeFrame in Insights

How to use Service Filters in Insights

How to Set Data Field Style in Insights

How to use Location Filters in Insights

How to update an existing Insight Report

How to rename columns for Exported Insights

If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.