đ Alpha: This feature is currently in alpha. We'll reach out if your account qualifies.
Booking Insights measures Online Booking abandonment and staff recovery for distinct people. The selected date range and audience apply to the complete dashboard and Recovery List.
Use these definitions to interpret each number without comparing metrics that use different populations or dates.
How it works
Set the analysis scope first
Select a date preset: Choose Last 7 days, Last 30 days, or Last 90 days.
Select an audience: Choose New visitors or Existing customers.
Read the refreshed page: Confirm the audience and date preset before comparing any KPI, chart, or Recovery List count.
Understand each KPI
Metric | What it counts | What it does not mean |
Abandoned visitors / customers | Distinct people whose latest matching abandonment occurred in the selected dates | It is not a count of pets, services, appointments, or every attempt |
Staff-recovered visitors / customers | Distinct people with a qualifying staff-created appointment after the latest open abandonment | It does not include Online Booking self-bookings |
Open opportunities | People in Needs follow-up or Hidden who do not have an active upcoming appointment | It is not the same as the Abandoned KPI |
Estimated opportunity value | Open opportunities multiplied by the business's existing average ticket | It is not earned, paid, forecast, or recovered revenue |
đ Note: A recovered person remains part of the historical Abandoned KPI for the selected period. Do not divide Staff recovered by Abandoned to create a recovery rate; the two metrics use different time and eligibility rules.
Read the insight panels
Where open opportunities stop groups current open opportunities by the last Online Booking step they reached. It shows where the booking stopped, not why.
Biggest leak highlights the stop step containing the largest share of current open opportunities.
Abandonment and recovery activity compares weekly abandoned and staff-recovered activity for the selected audience and date preset.
Date and counting rules
Abandonment and open opportunities use the abandonment date.
Staff recovered uses the date when the appointment was created.
Each person is counted once in a selected result. Multiple pets, services, or appointments do not multiply the person count.
A qualifying staff-created appointment must follow the latest open abandonment and fall within the supported recovery window.
An active upcoming appointment can remove a person from open opportunities without making the person Staff recovered.
A pending booking request does not count as recovery until it becomes an appointment.
Expected results that may look inconsistent
What you see | Why it can be correct |
Abandoned is greater than Open opportunities | Recovered people and people with active upcoming appointments can remain in historical abandonment while no longer needing follow-up |
Existing customers has abandonment and recovery activity but zero Open opportunities | Historical activity remains, but no unresolved customer currently qualifies for active follow-up |
A cancelled appointment remains Staff recovered | Recovery is retained as historical attribution after a later cancellation |
Classic Abandoned bookings totals differ from Booking Insights | The classic area tracks attempt records; Booking Insights counts distinct people and uses different date rules |
Must Know
There is no custom analysis range.
The page does not expose records older than 90 days.
Online self-bookings are not labeled Staff recovered in the current Alpha behavior.
Estimated opportunity value is directional potential and should not be used as accounting revenue.