PitCrew's Queue Metrics roll up queue activity into the numbers and charts you'll actually use to manage the line: how long customers are waiting, how often they wait too long, and how many give up and drive off.
Where to Find Queue Metrics
The metrics live in two places: the Daily Report and the Weekly Report.
Using the Daily Report
- Open the Daily Report from side panel on the main navigation.
- Scroll to the Queue Metrics section.
What It Shows
- Median wait time before service: for vehicles that were serviced, the median time they waited in the queue before entering a bay.
- Median wait time before abandonment: for vehicles that abandoned, the median time they waited before driving off.
- Distribution of wait times: both of the above broken down by wait duration.
- Abandonment count: how many vehicles were abandoned that day.
- Abandonment rate: the percentage of completed services that were abandoned.
Using the Weekly Report
- Open the Weekly Report from the main navigation.
- Scroll to the Queue Metrics section.
What It Shows:
- Median wait time before service
- Median wait time before abandonment
- Distribution of wait times
- Abandonment count
- Abandonment rate
- Wait Events Above Target: the count of queue events where the customer waited longer than your configured Queue Wait Time Target (for example, every time a customer waited longer than 5 minutes). Learn how to change the Queue Wait Time Target here.
How to Read These Metrics Together
The metrics tell a story when you read them in order:
- Median wait time before service — how long, on average, customers who got served had to wait.
- Distribution — whether most customers had a similar experience or whether a tail of long waits is dragging things down.
- Median wait time before abandonment — how patient your customers are before giving up.
- Abandonment count and rate — the cost of slow waits, in customers and as a share of throughput.
- Wait Events Above Target (weekly only) — how often you missed your own commitment.
A high abandonment rate paired with a low median wait time before abandonment means customers are giving up almost immediately — usually a layout or signage issue, not a throughput issue. A high abandonment rate paired with a long median wait before abandonment means the line is genuinely too long for many customers.