Data
Bloom Enterprise generates metrics that allow professionals to have insightful business awareness. The provided data includes waiting and handling times, tickets transfer flows, form answers, scheduled appointments, and staff performance.
Statistics
The Statistics pages provide charts and data tables in five different tabs: Performance, Tickets, Appointments, Staff, and Forms. You can filter the information and you can set a few options before generating charts. After making your choices you can save them and create views - a view is a configuration setup you can save and reuse.
After setting all the desired filters and options, generate the charts by clicking on the ‘Apply filters’ button (if necessary, you can clear all filters clicking on the ‘Clear filters’ button).
Some of the charts are accompanied by tables: click on the ‘Show table’ button to display the table (click on the ‘Hide table’ to hide it).
Performance
This section includes statistical information about the queueing times (waiting time, service time, and time on-site), tickets (served, paused, and transferred), and appointments confirmation time.
WAITING AND SERVICE TIMES:
Bar chart that gives you an overview of the average times and provides you comparisons between different location groups, locations, service groups, services, or days of the week. The chart is accompanied by a table with the same values and an average total (waiting and service times).
Information about the average waiting time and average service time for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average waiting time and average service time variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Presented by, Locations, Services, and Users.
WAITING TIME VARIATION:
A line chart that gives you an overview of how waiting time fluctuates along time, for each location group, location, service group, service, or day of the week.
The table accompanying the chart contains information about the maximum, minimum, average (if the Aggregate option is selected) or sum (if the Aggregate option is not selected) of the waiting times, by location group, location, service group, service or day of the week. The partial values (average or sum, biggest maximum and lowest minimum), per each time frame, are also displayed, as well as a global value (calculated for all time frames displayed in the table).
Information about the average, maximum and minimum waiting time for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average, maximum and minimum waiting time variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods. Applicable filters and options: Time period, Aggregate, Time unit, Presented by, Locations, Services, and Users.
SERVICE TIME VARIATION:
A line chart that gives you an overview of how service time fluctuates along time, for each location group, location, service group, service, or day of the week.
The table accompanying the chart contains information about the maximum, minimum, average (if the Aggregate option is selected) or sum (if the Aggregate option is not selected) of the service times, by location group, location, service group, service or day of the week. The partial values (average or sum, biggest maximum and lowest minimum), per each time frame, are also displayed, as well as a global value (calculated for all time frames displayed in the table).
Information about the average, maximum and minimum service time for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average, maximum and minimum service time variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods. Applicable filters and options: Time period, Aggregate, Time unit, Presented by, Locations, Services, and Users.
TIME ON-SITE VARIATION:
A line chart that gives you an overview of how time on site fluctuates along time, for each location group, location, service group, service, or day of the week.
The table accompanying the chart contains information about the maximum, minimum, average (if the Aggregate option is selected) or sum (if the Aggregate option is not selected) of the time-on-site, by location group, location, service group, service or day of the week. The partial values (average or sum, biggest maximum and lowest minimum), per each time frame, are also displayed, as well as a global value (calculated for all time frames displayed in the table).
Information about the average, maximum and minimum time on site for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average, maximum and minimum time on site variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Aggregate, Time unit, Presented by, Locations, Services, and Users.
PAUSES AND TRANSFERS:
A line chart that gives you an overview of how the amount of paused and transferred tickets fluctuates along time in your system.
The table accompanying the chart contains the same information as the chart plus the total count of paused and transferred tickets, by time and service.
Information about the average number of pauses and transfers for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of the average number of pauses and transfers, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Aggregate, Time unit, Locations, Services, and Users.
APPOINTMENTS CONFIRMATION TIME:
Bar chart that gives you an overview of the appointments confirmation time and provides you comparisons between different location groups, locations, service groups, services or days of the week. The chart is accompanied by a table with information about the maximum, minimum and average appointments confirmation time by location group, location, service group, service or day of the week. A global average and the biggest maximum and lowest minimum are also displayed.
Information about the average, maximum and minimum appointments confirmation time for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average, maximum and minimum appointments confirmation time variation, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Presented by, Locations, Services, and Users.
INTERACTIONS:
Treemap chart that provides you information about the amount of ended tickets by location group, location, service group, service or day of the week - the bigger the item section, the bigger the amount of ended tickets (if you hover the mouse, you can see the exact numbers). The treemap flows are different, according to the Presented by option:
- if it is set to Location groups, the flow will be Location groups > Locations > Services > Ended tickets (distributed between served and cancelled, for queue management and appointments).
- if it is set to Locations, the flow will be Locations > Services > Ended tickets (distributed between served and cancelled, for queue management and appointments).
- if it is set to Service groups, the flow will be Service Groups > Services > Ended tickets (distributed between served and cancelled, for queue management and appointments).
- if it is set to Services, the flow will be Services > Ended tickets (distributed between served and cancelled, for queue management and appointments).
- if it is set to Day of the week, the flow will be Day of the week > Ended tickets (distributed between served and cancelled, for queue management and appointments).
The chart is accompanied by a table with the same values and a total (served and cancelled tickets, for queue management and appointments).
Information about the amount of served tickets, cancelled tickets, served appointments, cancelled appointments and appointments no-shows for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of served tickets, cancelled tickets, served appointments, cancelled appointments and appointments no-shows variation, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Presented by, Locations, Services, and Users.
Tickets
Includes statistical information about the generated tickets. The charts available in this tab allow you to analyse ticket generation volume.
GENERATED TICKETS HEATMAP:
Heatmap with information about the total generated tickets, displayed in a matrix divided by days, months, and years. This chart gives you an overview of the times of the year, month, and week where the number of generated tickets is higher: the darker the colour, the higher the number of generated tickets. If you hover the mouse, you can see the exact date and numbers.
The chart is accompanied by a table with the amount of generated, served, and cancelled tickets, totals and by day.
Information about the amount of generated tickets, served tickets and cancelled tickets for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of generated tickets served tickets and cancelled tickets variation, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Locations, and Services.
GENERATED TICKETS BY :
A line chart that gives you an overview of how the number of generated tickets fluctuates along time for each location group, location, service group, service, or day of the week.
The table accompanying the chart contains information about the average (if the Aggregate option is selected) or sum (if the Aggregate option is not selected) of the paper tickets, appointments and virtual tickets generated for each service. The partial values (average or sum), per each time frame, are also displayed, as well as a total per each location group, location, service group, service, or day of the week.
Information about the number of paper tickets, virtual tickets and appointments tickets for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of paper tickets, virtual tickets and appointments tickets variation, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Aggregate, Time unit, Presented by, Locations, and Services.
TOTAL TICKETS:
Bar chart that gives you an overview of the number of tickets and provides you comparisons between different location groups, locations, service groups, services, or days of the week. The chart is accompanied by a table with information about the number of standard tickets, priority tickets, virtual tickets and appointment tickets by location group, location, service group, service or day of the week. A global total is also displayed.
Information about the number of standard tickets, priority tickets, virtual tickets and appointments tickets for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of standard tickets, priority tickets, virtual tickets and appointments tickets variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Presented by, Locations, and Services.
Appointments
Includes statistical information about the booked appointments.
BOOKED APPOINTMENTS:
Bar chart that gives you an overview of the amount of booked appointments and provides you comparisons between different location groups, locations, service groups, services, or days of the week. The chart is accompanied by a table with information about the amount of served appointments, cancelled appointments and non-attendances by location group, location, service group, service or day of the week. A global total is also displayed.
Information about the amount of served appointments, cancelled appointments and no-shows appointments for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of served appointments cancelled appointments and no-shows appointments variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Presented by, Locations, and Services.
Staff
Includes statistical information about served tickets, service, session and break times and customer satisfaction depicted by staff users. The charts available in this tab allow you to analyse the staff user’s performance in the system.
SERVICE TIME BY USER:
Bar chart that gives you an overview of the average service times per user and per service. The table accompanying the chart contains information about the average, the maximum and the minimum handling times registered for each user in each service. A global overview (average, biggest maximum and lowest minimum) for all users is also displayed.
Information about the average, maximum and minimum service time for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average, maximum and minimum service time variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Locations, Services, and Users.
SERVED TICKETS BY USER:
Bar chart that gives you an overview of the number of served tickets per user and per service.
The table accompanying the chart contains information about the number of served, cancelled and transferred tickets registered for each user in each service. A global overview (total number of served, cancelled, and transferred tickets) for all users are also displayed.
Information about the amount of generated tickets, served tickets and cancelled tickets for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of generated tickets served tickets and cancelled tickets variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Locations, Services, and Users.
SESSION TIME BY USER:
Stacked bar chart with information about the QM-PAD session time - active, inactive, and suspended times - per user. This chart allows you to compare the session times - and how the session is divided - between users.
The table accompanying the chart contains information about the total active, suspended, and inactive times, per user. The global values (for all users) are also displayed.
Information about the active time, suspended time and inactive time for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of active time, suspended time and inactive time variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Locations, Services, and Users.
STAFF BREAKS :
Bar chart that gives you an overview of the amount and duration of session breaks, by break motive. Average per user and total amount and duration of breaks are also displayed.
Applicable filters and options: Time period, Locations, Services, and Users.
CUSTOMER SATISFACTION BY USER:
Stacked bar 100% chart that gives you an overview of the customer satisfaction (divided per scale values), per user. The chart displays the percentage of each scale value submitted by the customers, in all submitted answers, allowing you to analyse your customer's satisfaction with the users providing the service.
This information is collected from the customers through the ‘satisfaction’ question - a scale question -, available at the Essentials > Assets > Forms page. A form with this question is then assigned (in the Location services page) to the services you wish to measure customer satisfaction.
Information about the average rate for the selected period is displayed, as well as a comparison with the same period of the last year and the percentage of average rate variation, based on the homologous period.
The comparison is only made when there is data from the homologous periods.
Applicable filters and options: Time period, Locations, Services, and Users.
The table accompanying the chart contains information about the number of submitted answers, average rate, total and percentage of answers of each scale value and not answering questions. The information is displayed per user.
Forms
Includes statistical information about customer satisfaction, answers submission and answers to scale, multiple-choice and single choice questions. With the statistical information from Forms, you can evaluate the answers your customers gave in the active system forms.
CUSTOMER SATISFACTION:
This chart is very similar to the ‘Customer Satisfaction by User’ found at the Staff tab but is now organised by Service and not by User (see the ‘Customer Satisfaction by User’ chart description for more information).
Applicable filters and options: Time period, Locations, and Services.
ANSWERS SUBMISSION:
Bar chart that gives you an overview of the percentage of submitted answers per each question. Information about the number of submitted answers and percentage of submitted answers is displayed, as well as a comparison with the same period of the last year and the percentage of submitted answers and percentage of submitted answers variation, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Location, Services, and Questions.
The table accompanying the chart contains information about the number and percentage of submitted answers, per question.
SCALE QUESTIONS:
Scale chart that gives you an overview of the distribution of the answers through the different scale values, for each scale type question. If you hover the mouse in the question ID, you can see the exact numbers in the chart.
Information about the average rate is displayed, as well as a comparison with the same period of the last year and the percentage average rate variation, based on the homologous period.
The comparison is only made when there are data from the homologous periods.
Applicable filters and options: Time period, Location, Services, and Questions.
The table accompanying the chart contains information about the exact number of each scale value in the submitted answers along with the number of unanswered queries for each question.
The answers to the ‘satisfaction’ question are analysed at the ‘Customer Satisfaction’ charts.
SINGLE CHOICE QUESTIONS:
Bar chart that gives you an overview of the distribution of the answers through the available choices, for every single-choice question.
Applicable filters and options: Time period, Location, Services, and Questions.
MULTIPLE CHOICE QUESTIONS :
Bar chart that gives you an overview of the distribution of the answers through the available choices, for every multiple-choice question.
Applicable filters and options: Time period, Location, Services, and Questions.
Advanced features
Views:
To facilitate the filter setup, Bloom provides data views - configuration setups you can save and reuse later. Views are useful if you find yourself generating the same charts and reports repeatedly. In that case, you can make your setup once, save it as a view, and reuse it whenever you need it. You can create as many views as you wish.
Adding a view:
- Set the filters you wish to include in your view.
- Click on the ‘Save view’ button. A pop-up will open.
- Type the view name in the respective field.
- Choose if you wish to include in this view future services, counters and users by clicking in the respective buttons (if you do not click on these buttons, the view will only include the current existing services, counters, and users).
- Save changes.
The new view will be included in the View dropdown.
The future services, counters, and users options may not be available in all views (these configurations depend on the selected tab and charts).
Deleting a view:
- Click on the ‘Manage views’ button. A pop-up with all views, grouped by tab, will open.
- Delete the view directly or delete it as a bulk action.
- Save changes.
The view will be removed from the View dropdown.
Using a view:
- Select the desired view in the ‘View’ dropdown.
- Click on the ‘Apply filters’ button to generate your charts.
Views are also used to generate reports, in the Data > Reports.
CSV download for the tables:
All information available in the tables accompanying the charts can be download to a CSV file, for other purposes. To generate a table CSV, click on the ‘Download data’ button of the respective table.
PDF download for the generated charts:
The charts and tables generated at the Statistics page can be downloaded to a PDF file, for other purposes. To generate a PDF report, click on the ‘Download report’ button of the tab you wish to get the report from (Performance, Tickets, Appointments, Staff, or Forms).
Time (period) information:
All charts display the period - initial and final dates - of the displayed information to facilitate the time range perception. This information is included at the charts name.
Growth and drop indications in the charts compared with the previous year:
The comparison with the previous year is represented by an arrow:
- if this year’ value is higher than the previous year’s value an up arrow will be displayed.
- if this year’ value is lower than the previous year’s value, a down arrow will be displayed.
- if this year’ value is the same as previous year’s, a neutral arrow will be displayed.
Lists
Lists have detailed information, in a list format, about five different areas: tickets, appointments, staff, forms, and customers (divided into five tabs). You can filter the information and you can set a few options before generating lists. After making your choices you can save them and create views - a view is a configuration setup you can save and reuse.
After setting all the desired filters and options, generate the charts by clicking on the ‘Apply filters’ button (if necessary, you can clear all filters clicking on the ‘Clear filters’ button).
List Tickets
Includes detailed information about all ended tickets (all handlings for each ticket) in a specific period. Includes a Summary section and a Details section:
- Summary – displays the average waiting and service times, average time on site, number of generated tickets, number of ticket interactions and number of transfers, for all tickets in the selected period.
- Details – detailed information about every ticket interaction, including ticket number, location, service, the user that provided the service, ticket generation date and time, waiting time, ticket call time, service time, end time, time on site and device that generated the ticket (represented by an icon).
If a ticket is transferred to another service, counter or user, a new ticket handling is created - a new line for the same ticket will be included in the list. Transferred tickets are identified with a specific icon and the resource to which the ticket was transferred is highlighted (bold configuration).
Applicable filters and options: Time period, Locations, Services, Users, Devices, Contains, Order by, and Flows.
To use the Flows filter:
- Select one option in the Locations dropdown.
- Select one available option (service, counter, or user) in the 1st step dropdown.
- Click on the ‘Add step’ button to add a new flow step.
- Select one available option (service, counter, or user) in the 2nd step dropdown.
- Repeat the previous steps until you finish your flow.
At every moment, the options available in the flow dropdowns are only those that match the options you’ve chosen so far. The number of additional steps you can add depends on the available flows.
List Appointments
Includes detailed information about all booked appointments in a specific period. Includes a Summary section and a Details section:
- Summary – displays the number of scheduled appointments, number of served appointments, number of cancelled appointments and number of no-shows, in the selected period. The number of scheduled appointments is the sum of all the other values.
- Details – detailed information about every served appointment, including location, service, customer, appointment date and time, check-in time and booking date and time, appointment confirmation date and time and staff user to whom the appointment was booked (in case the staff user is a step in the booking process.
Applicable filters and options: Time period, Locations, Services, Users, Customers, Contains, and Order by.
List Staff
Includes detailed information about the user’s performance in the Locations’ QM-PAD. The list has a summary with basic information about each user, and if you click on the ‘Expand’ button of one user, you get information about that user’s activity in the QM-PAD:
- Summary – displays the location where the staff user logged in QM-PAD, total active, inactive, suspended and session times, per user.
- Activity log – list with all user’s statuses during its QM-PAD sessions: status, start date and time, end date and time and status duration.
For the suspended status, the suspension motive is also indicated.
Applicable filters and options: Time period, Locations, Users, and Contains.
List Forms
The Forms section displays information about all form answers collected from customers and staff users. It is displayed the ticket number, location, answer submission date and time, question ID and provided answers (if no answer was submitted, the “Not answered” information is displayed).
Applicable filters and options: Time period, Locations, Services, and Questions.
List Visitors
Includes detailed information about customers with booked appointments in a specific period. It is displayed the date of the last appointment, number of appointments, number of cancelled appointments, number of no-shows and customer registration date, by customer.
Applicable filters and options: Time period, Customers, Contains, and Order by.
List Advanced features
Views creation:
Similar to the views of the Data > Statistics page.
CSV download for the lists:
All information available in the lists can be downloaded to a CSV file, for other purposes. To generate a list CSV, click on the ‘Download report’ button of the tab you wish to get the report from (Tickets, Appointments, Staff, Forms, or Customers).
Reports
Bloom reports are PDF or CSV files with information available in the Statistics and Lists views. Reports can be downloaded at the Data > Reports page, or sent by email to specific staff users, at specific times.
To create a report, first, you need to create views in the Data > Statistics or Data > Lists pages. If you wish to send the reports by email, you also need to set the email integration, at the System > Integrations page.
Adding a report:
- Click on the ‘Add report’ button. A new item will appear at the reports list.
- Type the report name in the ‘Report name’ field.
- Click on the ‘Edit views’ button. A pop-up will open.
- Check the view types from which you wish to select views, in the ‘Types’ dropdown - each view type corresponds to a tab in the Data > Statistics and Data > Lists pages.
- Check the views you wish to include in the report - the displayed views depend on the view types previously selected.
- Click on the ‘Confirm’ button.
- Save changes.
Editing a report:
- To change a previously created report, just click on the ‘Expand’ button and update the information.
- Save changes.
Sending the report by email:
- Choose if you wish to send the report to specific users (‘Users’ option) or to users with specific roles (‘Roles’ option).
- If you chose the Users option:
- Click on the ‘Add/Edit users’ button. A pop-up will open.
- Check the user roles from which you wish to select the users, in the ‘Roles’ dropdown.
- Check the users to whom you wish to send the report - the displayed users depend on the roles previously selected.
- Click on the ‘Confirm’ button.
- If you chose the Roles option:
- Click on the ‘Add/Edit roles’ button. A pop-up will open.
- Check the roles whose users’ you wish to send the report to.
- Click on the ‘Confirm’ button.
- Select the recurrence in the ‘Recurrence’ dropdown used to send the report: daily, weekly, or monthly.
- Select at what time you wish to send the report. This configuration depends on the selected recurrence:
- Daily – define the time of the day.
- Weekly – define the day of the week and the time of the day.
- Monthly – if you choose the ‘By day of the month’ option, select the day; if you choose ‘By the day of the week’, choose the weekday. For both options, also define the time of the day.
- Save changes.
Downloading a report:
To download a report, click on the ‘Download’ button of the respective report. A downloading message will appear while the reported is being downloaded. If you have more than one view, a folder with all individual reports (one per each view) is downloaded - the folder has the report name, in this case, and the individual reports have the view name.
The reports file format depends on the views you selected: if you selected statistics views, the report will be a PDF file; if you selected lists views, the report will be a CSV file.
The PDF files have a fixed layout composed by a cover - with report name, period, view type, and names of the included charts -, a page with the selected filters, and one or more pages per each selected chart (charts are accompanied by the respective data table).
The information you receive by email is the same you download at the Data > Reports page. The reports can only be downloaded after saving changes.
Deleting a report:
To delete a report, you have two options: delete the report directly, or delete it as a bulk action.
Temporarily deactivating a report:
To deactivate a report without deleting it just click on the desired report’s ON/OFF button. The button colour will change from green to red. A deactivated report is not sent to the assigned users.