# Queue analytics: waiting times and visitor arrivals

Updated: October 31, 2026 · https://kyuko.me/en/features/analytics/

> **In short.** See arrivals, completed and abandoned visits, waiting times and peaks. Heatmaps, period comparisons and CSV are on every plan. History depends on the plan: Free offers 1 month. Booking and staff reports are also available.

## Six period metrics

- **Visitors:** Tickets issued. Returning to the same place in the queue does not count as a new visit.
- **Served:** Tickets completed with Done.
- **Median wait:** Time from joining to the first call: half waited less and half longer. Also shows the time within which 9 out of 10 visitors were called, and the longest wait.
- **Within target:** Share called within the queue’s waiting-time target.
- **Abandoned:** Left voluntarily, missed a call or had a ticket closed at day end.
- **Median service time:** From the last call to Done: half of visits take less time and half take longer.

Choose today, yesterday, 7 or 30 days, this or last month, 12 months, or a custom period up to 366 days. Filter by location or queue. Dates use local location time. Compare with the previous period or the same period last year, or disable comparison.

> **Note.** Visitors counts tickets, not unique people. A served or missed visitor who joins again counts as new.

## Other analytics views

- **Trends:** The same six metrics over days, or over hours for a single day.
- **When people arrive:** A weekday and hourly heatmap in local time. Arrivals shows average joins; Waiting shows median wait. It helps [workshops](https://kyuko.me/en/for/auto-service/) plan shifts for seasonal peaks.
- **Waiting:** Median, longest wait, 9-out-of-10 wait and a histogram with the target line. Forecast accuracy shows the share within 5 minutes and the usual error.
- **Abandonment:** Three abandonment reasons and the share leaving voluntarily by queue length on arrival.
- **Notifications:** Ticket source: QR, manual or booking. Browser and Telegram opt-in rates overall and by platform, plus no-shows among visitors with and without notifications.
- **Breakdown:** Metrics by queue, service point or location, plus visitors served per active service-point hour. Hours with no calls are excluded. Location breakdown appears when several locations exist.
- **Ticket export:** Download CSV exports all period tickets for Excel or Google Sheets: ticket number, location, queue, point, status, local event times and form answers. It excludes device data and ticket links.

## Time bookings

- **Overview:** Total bookings, check-ins, missed visits, cancellations by visitors and staff separately, and upcoming bookings.
- **No-show rate:** Share of booked visitors who did not check in, excluding cancellations and upcoming appointments.
- **Punctuality:** Early, on-time and late check-ins, plus median minutes before or after the booked time.
- **Channel:** Self-booking by link or phone booking by staff, with each channel’s no-show rate.
- **Waiting:** Separate waits for walk-ins and bookings; booked visitors also show delay after the appointment time.

> **Note.** Like Waiting and Abandonment, history follows the plan limit. Booking itself requires Business or Network. CSV marks booked tickets with their appointment time. See [Time booking](https://kyuko.me/en/queues/booking/).

## Staff

For each team member, see served visits, visitor waits, call-to-completion time, missed calls, visits unfinished at day end and [visitor ratings](https://kyuko.me/en/features/feedback/).

- A visit is attributed to whoever first called it. The person marking Done is recorded separately.
- When a visitor chooses a specialist through [booking](https://kyuko.me/en/queues/specialist/) or a walk-in, the visit and feedback belong to that specialist rather than the caller.
- For bookings, the delay after the appointment time is counted; time before the slot is not attributed to staff.
- Filter by location, queue, staff and ticket channel, then open the person’s visits.
- Only owners and managers see this report, not Kyuko support staff.

## Now view

For every location: waiting and called counts, longest wait, a new visitor’s estimate, active service points and queues. Updates every 30 seconds independently of the selected period. On every plan, including Free.

## Waiting target

Managers set a target per queue from 1 to 240 minutes. None is set initially; the dashboard suggests 15 minutes. Called within target counts as met. Visitors who leave or still wait before the target expires are excluded; the rest count as breaches.

> **Note.** Targets apply to all history. Changing one recalculates past metrics, making periods before and after a change unsuitable for comparison. There are no breach alerts.

## How waiting estimates work

- People ahead × average service duration ÷ active service points. People ahead means those waiting earlier in queue order, not the ticket number minus one.
- A point is active if it called someone in the last 30 minutes. If none did, one is assumed.
- Average service time starts from the queue setting, default 10 minutes, and is refined after each completed visit.
- Visitors see a range such as about 10–15 min, or up to 5 min for estimates below 5. The range is the estimate ±10%, rounded to 5 minutes.
- The forecast accounts for booked visitors who have not arrived yet.
- Hide the estimate in queue settings to show only the count ahead. Estimates still feed analytics.

> **Note.** Time is an estimate that changes with the queue. Waiting shows how accurate it was.

## Availability by plan

**Analytics by plan**

| Plan | History | Available tools |
| --- | --- | --- |
| Free | 1 month | All views and CSV |
| Business | 24 months | All views and CSV |
| Network | 36 months | All views, CSV and location comparison |

> **Note.** History includes the current month plus the plan’s stated previous months. Comparisons must fit within this history; otherwise they are unavailable. See [Pricing](https://kyuko.me/en/pricing/).

## Who sees analytics

Owners and managers see analytics. Operators have the calling board. Managers see only assigned locations.

## What analytics does not include

- Unique people: tickets are counted.
- Other export formats: ticket CSV only, no XLSX or PDF.
- Future bookings in Now: its forecast counts only those already waiting.
- Waiting-target breach alerts.
- Notification statistics before tracking started: those days show no data, not zero. Only visitors who joined themselves by QR or booking count.

## Frequently asked questions

### Who can see analytics?

Owners and managers; operators use the calling board. Managers see only their assigned locations.

### What does Within target mean?

The share called within the queue’s waiting target. Managers set 1–240 minutes per queue. Until set, the dashboard prompts you to configure it.

### How much history is available?

Free: 1 month; Business: 24 months; Network: 36 months. See [Pricing](https://kyuko.me/en/pricing/).

### Can I export to Excel?

Yes, as CSV with all selected-period tickets, local event times and form answers. Available on every plan within its history limit.

### How accurate is the waiting estimate?

It changes with the queue and can underestimate when bookings are dense. Waiting shows how often the error stayed within 5 minutes. It is not a promised time.

### Can I hide waiting time from visitors?

Yes, in queue settings. Visitors then see only the count ahead, while estimates continue and analytics measure their accuracy.

### Are staff statistics available?

Yes: served visits, waiting, call-to-completion time, no-shows and ratings per person. Visits belong to the first caller.

### What is location comparison?

The same metrics per location. It is on Network only, with at least 2 paid locations chosen by you.

## See also

- [Walk-in queue](https://kyuko.me/en/queues/live/)
- [Time booking](https://kyuko.me/en/queues/booking/)
- [Visitor feedback](https://kyuko.me/en/features/feedback/)
- [TV display](https://kyuko.me/en/features/tv-display/)
- [Pricing](https://kyuko.me/en/pricing/)