Real-time Dashboard

The Real-Time Dashboard provides live visibility into the performance of your queues as they operate. Through a combination of interactive graphs and at-a-glance count metrics, you can monitor staff availability, customer flow, wait times, and queue outcomes, all updating automatically, without refreshing the page.

Whether you manage a single location or oversee operations across many branches, the Real-Time Dashboard gives you the centralized, up-to-the-second insight you need to keep queues running smoothly and customers moving efficiently.

Accessing the Real-Time Dashboard

The Real-Time Dashboard is found in jrni Studio under Analytics > Queue dashboard in the left-hand navigation.

Before you can access the dashboard, the following must be in place:

• Your organization must have an active jrni Virtual Queuing subscription
• The Real-Time Dashboard feature must be enabled for your account by your Customer Success Manager or Technical Account Manager
• At least one queue must be configured in your company

If you do not see “Queue dashboard” in your Analytics navigation, contact your Customer Success Manager to request enablement.

User roles and permissions

Access to the Real-Time Dashboard is restricted by user role. Only the following Studio roles can view the dashboard:

• Owner - Full access
• Admin - Full access
• Manager - Full access

The Challenge It Solves

Without a real-time view, understanding how your queues are performing typically means relying on delayed reports, fragmented data from different systems, or manual spot-checks by staff on the ground. This makes it difficult to:

• Identify queue bottlenecks before they escalate into long customer wait times
• Understand how effectively staff are being utilized at any given moment
• React quickly when wait times rise or customers begin dropping off
• Get a single, unified picture of queue health across your locations

The Real-Time Dashboard eliminates these blind spots by delivering live, actionable data directly to the people who need it from branch managers to senior leadership.

Key Benefits

Live Operational Visibility

See exactly what is happening across your queues right now, without waiting for end-of-day reports or manual updates.

Faster Decision-Making

Spot rising wait times, growing queues, or idle staff immediately and take corrective action before customers are impacted.

Smarter Staff Allocation

See which staff are available, who is currently serving, and where capacity is underutilized then adjust in real time.

Reduced Drop-Offs

Monitor drop-off rates live and intervene early to keep customers engaged and reduce abandonment.

Understanding Wait Time, Service Time, and Turnaround Time

The dashboard tracks three timing metrics that together describe the full customer experience from the moment they join a queue to the moment their service is complete.

Wait Time

Wait time measures how long a customer spends waiting in the queue before a staff member picks them up. The clock starts when the customer joins the queue and stops when a staff member begins serving them.

A high wait time typically indicates that demand is exceeding staff capacity. If you notice wait times increasing during certain hours, consider scheduling additional staff during those periods.

Service Time

Service time measures how long the actual interaction between the staff member and the customer takes. The clock starts when the staff member begins serving the customer and stops when the service is marked as complete.

Longer service times are not necessarily a problem, some services naturally take longer than others. However, consistently high service times across a queue may indicate a need for process improvements.

Turnaround Time (TRT)

Turnaround time is the total end-to-end duration of a customer’s experience, calculated as wait time + service time. It represents the full time from when the customer joins the queue to when their service is complete.

This is the metric most closely aligned with overall customer satisfaction, as it captures the entire experience rather than just one phase.

Dashboard Metrics

The Real-Time Dashboard displays six core metrics, each presented as both a numerical count and an interactive graph. Every metric updates instantly as queue events occur — when a customer joins, is served, completes their visit, or leaves the queue.

Available Staff

Shows the number of staff members who are currently logged in and available to serve the next customer in the queue. This count updates immediately whenever a staff member's status changes — for example, when they begin serving a customer, go on break, or become available again.

Customers in Queue

Displays the current number of customers waiting in the virtual queue. The count increases when a new customer joins and decreases when a customer is called to be served or leaves the queue voluntarily.

Customers Being Served

Reflects the number of customers who are currently in an active service interaction with a staff member. This metric stays in sync with both the Available Staff and Customers in Queue counts, giving you a complete picture of current capacity usage.

Average Wait Time

Calculates the mean time customers are spending in the queue before being served. This metric updates dynamically as the queue flow changes throughout the day, reflecting the most current conditions.

Completed Queues

A running count of customers who have been served and whose queue journey has been marked as complete. This number increases each time a customer interaction finishes successfully.

Dropped-Off Queues

Captures the number of customers who left the queue before being served. This includes customers who voluntarily abandoned the queue as well as those who timed out. The metric is displayed in both a count view and a trend graph so you can see not just the total but also when drop-offs are happening.

Enabling the Real-Time Dashboard

The Real-Time Dashboard is available for all organizations with JRNI Virtual Queuing. To get it activated for your account, reach out to your Customer Success or Technical Account Manager who will enable the feature and walk you through the initial setup.