How to understand the monitor tiles

There are a lot of things that can benefit you in knowing how to read into the values of the metrics of the event and know what they could mean, and what to do about it.

The Queue View

The Queue view is the default view of the monitor. On this view you will find information on the progress and state of the queuing in the Waiting Room. To access the view press the "Queue" button in the upper right hand corner.

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The Queue view has the following metrics:

Total inflow

The total inflow tile displays the number of visitors entering the website with an active waiting. This is the total unique queue numbers, so re-entering will not be counted here.

This will be both the last minute, and the total number.
You can read more about this in "Introducing the monitor tiles".

 

Waiting

This is the number of queue numbers currently waiting in line.

Pre-Queue Queue Numbers

This is the amount of queue numbers that were issued before the event start time in pre-queue-phase.

Estimated No-Shows

This is the accumulated number of visitors who have been first in line and have had the option to be redirected to the target site, but have not used the opportunity. The number is estimated as some visitors may choose to use the option at a later time. 
No-show is normally driven by:

  • Eagerness to wait / buy
  • Using multiple browsers, getting multiple queue Id’s and only using one browser when in purchase flow 
  • Buying in groups

For a precise timeline, the event can be exported and “Number of Redirects” = 0 looked for.

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Actual Wait Time

The last visitors redirected from the queue waited this amount of time.

Expected Wait Time

For users arriving now, this is a predicted wait time.
The calculation is based on how many people are currently waiting, how fast the redirects are happening back to the target site, and how many visitors seem to be "no shows". This statistic will fluctuate when the flow rate changes. Over the life of an event, the no show rate also tends to increase, which acts to shorten the wait time estimation.

SafetyNet Outflow

SafetyNet is the part of the total redirected queue numbers that was redirected without having waited in the queue / seen a waiting room page.
This will be both the last minute, and the total number.
You can read more about this in "Introducing the monitor tiles".

Queue Outflow

This is the total number of queue numbers that has been redirected from the queue to your website.

Total Outflow

This is the total number of queue numbers that was sent from the queue to your website.

Total Outflow is a combination of 2 other metrics.

Total Outflow = SafetyNet Outflow + Queue Outflow.

Example

See how 92 (SafetyNet Outflow) + 3 (Queue Outflow) = 95 (Total outflow).

The small formatted numbers are total for the event, and the big ones are the last minute values.
You can read more about this in "Introducing the monitor tiles".

Max Outflow

Max outflow is the highest amount of queue ids that are allowed to be redirected to your website per minute. See also suggestions for setting the value: Is the value of "Max redirect per minute" too high for my waiting room?

The Diagnostics View

On the Diagnostics view you will find information helping you understand and troubleshoot your Waiting Room implementation. To access the view press the "Diagnostics" button in the upper right hand corner.

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The Diagnostics view has the following metrics:

Initial Outflow

This is the percentage of the queue numbers redirected in the last minute that were redirected the initial time. Visitors have the option to return to the queue a number of times (‘Max redirects per user’ is by default 3 times) within a certain time frame (‘Queue number validity time’ is default 10 minutes) without having to re-enter the queue at the end.
When Initial Outflow is 100%, then all visitors redirected in the last minute were redirected only once. If Initial Outflow drops below 70-80%, it’s an indication of a problem.
There can be several reasons for Initial Outflow to drop, but usually, it’s due to:

  • The user journey is not clear to the visitor, so a portion of them click the browser's back button, get to the queue, and are redirected a second (or third) time.
  • The target website is not responding (fast enough), so the visitor clicks the browser's back button, gets into the queue, and is redirected a second (or third) time.
  • The target website is not responding (fast enough) or displayed a 50x error, so the visitor restarts the user-journey, gets into the queue, and is redirected a second (or third) time.
  • There is a problem with the Known User integration, so visitors are rejected – even when they provide a valid token.

Fast Re-enters

This metric shows the number of visitors who have been through the waiting room, only to find their way back to the waiting room soon after.
A high number could indicate an issue with the integration, causing visitors to be looped between the waiting room and the destination site. Or, it could point to performance issues with the destination website, causing visitors to navigate back.

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Expired Queue IDs

This metric shows the number of visitors attempting to get through the waiting room after their turn has expired.
There will always be a natural flow of visitors that rejoin the queue with a Queue ID that is expired, but a high number may indicate that there is a mismatch between the session timeout of the target website and the Queue ID validity time.

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Exceeded Redirects

This metric shows the number of visitors who pass through the waiting room more times than they are allowed, based on the Max Redirects Per Queue ID field in the Waiting Room settings.
A high number could indicate an issue with the integration, causing visitors to be looped between the waiting room and the destination site.

 

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Cancelled Queue IDs

This metric shows the number of queue IDs that have been cancelled by the Cancel Action or through the API.

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Email Notification Signups/Your Turn Notifications

This metric shows the number of visitors who have entered their email address to receive a notification when it’s their turn in line, and the number of emails sent.

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Do you want to read more about how to understand the monitor tiles, then please read the article "Introducing the monitor tiles" or read or blog post on the Diagnostics View.

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