View Average Wait Time by Sale Type (Troubleshooting Guide)

Summary

Everyone entering a busy restaurant is familiar with the frustration of not knowing how long it will take for the food to be prepared. Employees usually try to guess the wait time for food; however, this is only estimated and does not consider the accurate load on the kitchen with delivery orders in addition to dine-in and pick-up. By analysing real-time data captured at the KMS, staff and customers can have an accurate and accessible view of the average wait time for meals, split by the various sales types. This improves the customer experience by eliminating confusion and frustration and providing customers with accurate information, making their dining experience better.

The Overview document for this View Average Wait Time by Sale Type is here.

How is the wait time for each order calculated?

The wait time for each order starts when the order is received by the POS (either manually entered at the POS or initiated by online ordering) and ends when it is served from the Paperless Kitchen device designated as the Kitchen Controller.

How is the average order wait time calculated?

The average order wait times are refreshed on a configured time frame and are calculated using the average wait time of the last x number of transactions per Sale Type that have occurred in the last y minutes.

If there are no sales that meet the configured criteria for a Sale Type (for example, no Pickup sales in the last 20 minutes), the Average Order Production Time applicable to the store will be used for that Sale Type.

Troubleshooting

Average Wait Times

As average wait times per sale type are reported to Polygon Central they are recorded in a log file at the POS.

This log file is located:

Legacy: C:\RedCat\T1\IPD\Logs\rcIPD_yyyymmdd.log
Polygon: C:\RedCat\POS\Logs\PaperlessKitchen\rc_PaperlessK_yyyymmdd.log

Recorded entries will look like this:

recorded entries

In addition, Polygon Central records the average wait times received in the database table tbl_avgwaittimes.

average wait times

Note:
Sale type -1 = All sale Types
Sale type 0 = None (OTC)

Transactions contributing to average wait times

It may be possible to determine that a transaction or transactions have blown out the average wait time data by checking the raw data recorded in the POS database tbl_ipdheaders.

The completion time for each order is TXNCREATIONDATE/TIME to TXNDATE/TIMESTOP.

transactions - wait times

Order Lead Times and POS orders

If Order Lead Times as programmed in Polygon Central are not being added to the average wait time for POS orders you need to ensure that Ordering Provider 3 has been added to the following configuration setting.

Configuration | Ordering | Order Validation | Ordering Providers Thresholds

ordering providers thresholds

The User Guide for Status Screens is here.

The User Guide for Average Wait Time Panes is here.

The Implementation Guide View Average Wait Time by Sale Type is here.