Check kitchen and service times

See how long orders wait to be accepted, prepared and served, which orders were delayed, and when there is not enough data.

Goal

You can read the accept, preparation and service times, the delayed orders, and you know when a time is not shown.

Before you start

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Orders that your team moves through the statuses (Accepted, Preparing, Ready, Served)

The Kitchen section measures time between the status changes your team makes on each order. It never guesses: a time exists only for orders that have both status changes recorded. If your team does not press the buttons, there is nothing to measure. The section does not show times per person. To see who started or finished an order, read the Kitchen activity (see Review kitchen activity).

Read the three time cards

Open Kitchen. The cards are:

Time to accept: from the moment the guest submits the order until your team accepts it.
Preparation time: from the moment the kitchen starts preparing until the order is marked ready.
Ready to served: from ready until the order is marked served.

Each card shows the Median (half of orders are faster) as the big figure. The median is used instead of the average because a few very slow orders do not distort it. Under it, 90% of orders within shows the time that nine orders out of ten stay within, and Orders timed shows how many orders the figures are based on.

The three cards Time to accept, Preparation time and Ready to served with the median and the 90% time — Time to accept
Preparation time
Ready to served

Read the delayed orders

Under Time to accept and Preparation time a line counts the delayed orders, for example 161 orders took longer than 5 min (59% of timed orders). The limits are fixed: more than 5 minutes to accept, more than 25 minutes to prepare. When Compare is on, a badge shows how the median changed against the previous period.

The card Time to accept with the 90% time and the line counting the orders that took longer than 5 minutes — The delayed orders line
The time that 90% of orders stay within

Read every stage in the service flow

Service flow is a table with every stage from submission to completion: Time to accept, Accepted to preparing, Preparation time, Ready to served and Served to completed. For each stage it shows the orders timed, the median, the 90% time and the average. A stage appears when at least 5 orders have both of its status changes. Otherwise it shows dashes.

The table Service flow with five stages, the orders timed, the median, the 90% time and the average

Find the kitchen's busy hours

Kitchen starts by hour counts when orders moved to Preparing, by hour of the day. Cancellations by hour shows when orders were cancelled or rejected. Below them, Where orders were cancelled shows the status an order had just before it was cancelled, for example New or Accepted.

The charts Kitchen starts by hour and Cancellations by hour side by side — Kitchen starts by hour
Cancellations by hour

Know when there is not enough data

A time needs at least 5 orders that have both status changes. With fewer, the card says Not enough data and, for example, 3 timed orders so far; at least 5 are needed., and a notice explains that the times appear as your team moves orders through the kitchen. The figure is never filled in with a guess. Choosing a longer period, or All branches, usually solves it.

The Kitchen section with the notice Not enough data yet and a card saying how many orders are timed so far — The notice that explains what is needed
The count of timed orders so far

Expected result: You know how long guests wait for acceptance, preparation and service, which share of orders was late, and when a figure is held back for lack of data.

A slow time is not always the kitchen

Time to accept starts when the guest submits the order, so it includes the time before anyone saw it. If a time looks long, check that someone watches new orders and that the team presses the status buttons at the right moment. Times measure when the buttons were pressed.