Wait Time Rules

Updated 3 months ago by Kory Lamme

Control how SuperSalon reacts to and handles time between incoming walk ins, call ahead customers, and appointments, with wait time settings.

Configuring Wait Time Settings in iOffice

Located in the Store Setup > Software Settings > Wait Time interface of iOffice, the options shown here allow users to fine tune the Wait Time settings according to their specific needs.

Wait Time Disabled: This yes/no setting will activate or deactivate the Wait Time feature.

Default Service: Select the most frequently used service to assist the wait time in calculator in determining the approximate wait time.

Assumed Walk-in Rate: This setting allows users to specify an additional percentage they wish to pad the call-ahead time over the standard wait time. A larger percentage would be used for a location that has many walk-ins.

Wait Time Tuner: This feature will increase or decrease the walk-in wait time and the call-ahead wait time calculation by the specified percentage. It allows users to adjust the wait time estimator in the location.

Wait Time Refresh Rate: This feature allows users to specify how frequently the wait time will update on the main sales screen.

Factor In Employees Schedules: If enabled, wait time calculations will consider employee schedules when determining the wait time. If set to “yes” and an employee is scheduled to come in within the current wait time, the wait time will reflect that accordingly.

Factor In Appointments: This feature determines whether or not pending appointments are factored into the current wait time. If enabled, it will automatically assign a stylist’s appointments to them.

Factor In Call Aheads: This setting will determine whether or not Call Ahead visits will be factored into the Wait Time calculations.

Display Wait Time Chart: This setting toggles whether or not the Wait Time Chart will be displayed in the main sales screen.

Wait Time Rules Summary

Due to the complexity and depth of this feature, and out of a sincere desire to never bury our clients in technobabble, we offer the following bulleted summary of the metrics behind the Wait Time rules. These settings can be further modified based on employee schedules. In the case of schedules, if the wait time is 30 minutes because there no employees to service a customer, if an employee was scheduled to come in 10 minutes from now, it would reduce the wait time by that amount.

  • The wait time system queues up tickets based on the ticket number.
  • The wait time for a ticket is determined off of the service time of tickets ahead of it in the wait time queue.
  • The default service time for a ticket is pulled from the individual setup page for that service.
  • The wait time number that is displayed in the wait time bar is for new tickets coming into the salon. It is not meant to be applied individually against each ticket that is currently in the system. Essentially, the wait time is the number you quote customers when they first come in and ask “How long until I get my haircut/service?” The wait time number is the value you provide them after the ticket has been entered into the system. It is not a number you provide them 15 minutes into their wait.
  • An employee can have a service time that is different from default time. This time will always supercede the default one. It is configured on the individual setup page for that employee.
  • The wait time calculation can be modified. This is done by going to the software settings and using the options.
  • For the purposes of wait time calculation, call ahead tickets are handled differently than standard tickets. Online tickets classify as call aheads in this calculation as well.
  • Unless the salon turns on this feature, call ahead tickets are not part of the wait time calculation. Once a call ahead ticket has been marked as “Here” or “Late”, then it will. (This is important: There is no difference between selecting “Here” or “Late” as far as wait time calculation is concerned).
  • The wait time calculation 20 minutes (to 10).
  • The wait time number can be padded to accommodate your salon. If you notice that your employees have a service time above what the defaults are set to, it’s possible to inflate the end number artificially as opposed to reworking the values for every employee. This is done by using the Wait Time Tuner% option.
  • On top of being paddable, the wait time number can also be given a “starting value” in the form of the default time. This is usually set as a basic haircut service time when used. The wait time calculation will start from this value (so if it is set for 20min, then instead of seeing 0 when you click on the sales tab with one employee clocked in and zero tickets, 20min will be displayed) if it is higher than 0.
  • While the wait time number itself is stored as a single value in the database, it is treated dynamically by the code. The value from tickets in waiting is static, while in servicing, this value will slowly move down until it reaches 0 reducing the total wait time for the salon as it does so. This initial value is equal to the service time.
  • The wait time system is employee wide. This means that it does not take into account requests for specific employees when handling the calculations. That being said, by clicking on the wait time bar on the sales tab, it is possible to bring up a chart that will show a breakdown of the tickets based on who they requested to service them. This visual aid should not be used in place of the actual wait time calculation system. It is there purely as a tool to help facilitate understanding of the system.. It is not a definitive guide to “how it should be”.
  • Using statements made previously as a reference, the wait time system will always attempt to match the ticket highest in the wait time queue with an available employee (regardless of if that customer requested a different one). This means that employee availability directly affects the total wait time experienced by the salon. If there is an employee available to perform a service, the wait time for the next ticket in the queue will not be calculated as long as there is an employee to possibly take it, but the one after it will be. If there are no available employees to take the ticket, then all tickets in waiting will have their time calculated. To provide a quick example, if there are two employees clocked in and both of them are performing a 20min service, then the wait time for the system will read as 20. If another ticket is added into waiting,  the wait time will still read 20-(Service time). If a fourth ticket is added, then the wait time will become 40-(service time).
  • There is one notable exception this. If there is one employee working and one ticket in waiting with none in servicing, the wait time is always calculated for that one ticket. Salons with 0 employees clocked in but a single ticket in waiting do not have this ticket calculate.

Wait Time Calculation Examples

The image shown here displays several examples of calculated Wait Times, based on many different metrics. For the purpose of illustration, the call ahead default time is set to 0, and none of the options for padding are factored into schedules/appointments.

Ticket examples are assumed to be utilizing a Service with a 20 minute wait time, and obviously will not be valid for all scenarios.


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