Strange Issue with DT Speed-of-Service Metrics
Hi everyone!
So, our location has had this problem for quite some time now, and I've recently been brought on to help solve some in-house IT issues like this. However, I can't find anything about this issue on CFAhelp, and my Director of Operations has called them to try and solve it multiple times to no avail.
For some reason, every once in a while we're getting a few outliers in our Drive-Thru Speed of Service metrics, as pictured. This could be anywhere from a few extra minutes, like 12m-13m, or all the way to what's in the photo. We've thrown around several theories such as someone starting a drive-thru order and not finishing it (i.e., someone putting a car description/model into SP Flex, someone else comes outside to relieve them, and they exit the app/don't sign out... etc.) but we tested this and it didn't seem to have the effect.
This particular instance (the 18815m) seemed to line up with someone who had forgotten to clock out and went on vacation, but it wasn't exact and, again, we tried to replicate that theory on a smaller scale and the duration of that unfinished order never populated. Ops Director had fixed this person's clock-out the day after they worked and went on vacation, but that person still had to clock out and back in their subsequent shift.
Does anybody have any experience with this or theories? Any and all help is much appreciated!