The dashboard separates hall-wide indicators from service details intended for authorised staff. Its public-facing view focuses on queues, time periods, and active counters; the staff-facing view focuses on journey and working context. A visual does not by itself establish completed integrations.
A closer look at each function
FunctionWhen to use itWhat users and systems doResult
Public-facing dashboard: queues and active counters
Shows current service resources and waiting conditions.
Collect daily tickets, current service and waiting counts, average handling and waiting times, and active-counter information from connected systems for the permitted shared view.
Staff can understand demand and counter distribution without publishing individual service details.
Time-of-day activity and appointment analysis
Compares activity by period, appointment outcomes, and service trends.
Review services and appointments by year, quarter, month, or day, including booking and cancellation counts and frequent services, departments, and slots, then compare them with counter resources.
Staffing and appointment-capacity decisions can use observed period data.
Staff-facing dashboard: journeys and details
Allows authorised staff to review the steps of a service interaction.
Organise connected records by service journey, review relevant times and details, and restrict access to roles that need the information.
Managers can move from an unusual indicator to its service context rather than only seeing totals.
Workload, efficiency, and operational review
Supports review of differences in counter workload and efficiency.
Compare staff service counts, working time, average handling time, and unsatisfactory ratings, reviewing month-to-month changes under consistent definitions.
Reporting identifies questions to investigate without separating staff assessment from service conditions.
Service-channel and self-service point analysis
Shows actual use of different handling channels and self-service points.
Use connected data to compare counter, desktop, mobile, and self-service transactions, alongside terminal/point counts, transaction rankings, and deployment maps.
Managers can compare channel coverage and use to inform point placement, guidance, and operational adjustments.
How software, terminals and interfaces work together
ComponentRole in the workflowDependencies and integration
Data collection and organisation
Collects connected guidance, counter supervision, assessment, and self-service information.
Keep sources and metric definitions traceable; do not present unconnected data as live.
Shared operating display
Presents queues, period trends, and active counters.
Use an information scope without personal details in public areas.
Staff-facing management console
Presents service journeys, details, and relevant staff statistics.
Align permissions with management duties and restrict record access accordingly.
Metric and operating governance
Maintains metric definitions, time ranges, and their operational use.
Update definitions when services change and verify exceptions against actual conditions.
Example: from unusual waiting to service context
A manager notices concentrated waiting in a time period.
They compare active counters and time-of-day activity to identify the affected scope.
Where authorised, they inspect related journeys and process records in the staff view.
They act based on the actual situation and review subsequent reporting.
What the service producesAn issue seen on the shared view can be investigated while internal details remain permission-controlled.
