How Can I Access Analytics?
Analytics is available on the following plans:
Not sure which plan you're on? Learn how to manage your plan here.
Navigating to Analytics
Head to the Analytics page.
If you manage multiple locations, select the location you want to view from the location dropdown at the top of the page. Choose All Locations to see aggregate performance data across your entire business.
Choose a date range using the quick-select buttons — Today, Yesterday, Last 7 Days, Last 14 Days, Last 30 Days, Month to Date — or pick a custom range using the Custom option.
The page will update automatically based on your selections.
Performance Summary
The Performance Summary section gives you a high-level overview of how your waitlist performed during the selected time period. Here's what each metric means:
Visits & Service
Metric | Description |
Visits | Total guests that joined the waitlist in the selected period. |
Completed | Total visits with a final status of "In Service" or "Completed." |
Cancelled | Total visits that were cancelled, regardless of reason (by guest, no show, walk out, etc.). |
No Shows | Total visits where the guest didn't show up (staff cancelled with "No Show" as the reason). |
Retention & Messaging
Metric | Description |
Net Retention Rate | The percentage of total visits that did not end in a cancellation. Higher is better. |
Cancellation Rate | The percentage of total visits that ended in a cancelled status. |
Messages Sent | Total SMS messages sent to guests in the selected period. |
Message Delivery Rate | The percentage of sent SMS messages that were successfully delivered to guests. |
Wait Times
Metric | Description |
Avg. Estimated Wait | The average quoted wait time — how long guests were told they'd wait. |
Avg. Actual Wait | The average time guests actually waited before being served. |
Wait Time Variance | The difference between estimated and actual wait times. A positive variance means guests were served faster than expected; a negative variance (shown in red) means waits ran longer than quoted. |
Avg. Messages Per Visit | The average number of SMS messages sent per guest. Useful for forecasting your monthly message usage. |
Breakdown by Queue
Below the Performance Summary, the Breakdown by Queue table shows the same metrics split out by each individual queue. This is especially useful if you run multiple queues (e.g., General, VIP, Experiential) and want to compare performance across them. A Total row at the bottom summarizes across all queues.
Exporting Reports
Need to dig deeper or share data with your team? You can export your analytics data as a spreadsheet at any time.
⏳ Heads up: Exports can take a minute if you have a large amount of data or a long date range selected. Just click Export once and stay on the page, your download will start on its own and appear in downloads when it's complete.
Waitlist Report
The Waitlist Report exports waitlist performance data for a specific location and date range.
Head to the Analytics page.
If you're a multi-location business, select the relevant location from the location dropdown.
Set a Start Date and End Date using the date selectors.
Scroll to the "Reports" section at the bottom of the page.
Choose your preferred file format using the Format field. The default is CSV, which opens in Excel, Google Sheets, or any spreadsheet app.
Click the Export Waitlist Report button.
Your download will begin automatically.
Guest Report
The Guest Report is a full guest list showing everyone who has ever visited your business - across all locations and all time. It's a useful resource for understanding your overall customer base.
Head to the Analytics page.
Scroll to the "Reports" section at the bottom of the page.
Choose your preferred file format using the Format field (default is CSV). No location or date filters are needed - this report always covers all locations and your full history.
Click the Export Guest Report button.
Your download will begin automatically.
💡 Tip: The Guest Report includes a location column, so you can filter or sort by location in Excel or Google Sheets after downloading if you're only interested in guests that visited specific locations.
Troubleshooting
My download didn't start. Try clicking Export again. If it still doesn't work, check that your browser isn't blocking pop-ups or automatic downloads, as these can prevent files from saving.
The data looks different than I expected. If you just added data, it can occasionally take a few minutes to appear. If it doesn't come through after a few minutes, force refresh the page. It's also helpful to double-check your selected location and date range.
I don't see the Analytics page. Analytics is only available on the Business Plan, Custom Plan, or during your free trial. Review your plan options here.