Queue Saturation (SAT)
Description
SAT quantifies in real time the occupancy level of service points (e.g., checkouts) by comparing demand (waiting people) with available capacity and the optimal waiting threshold defined by the company.
| Element | Detail |
|---|---|
| Description | SAT quantifies in real time the occupancy level of service points (e.g., checkouts) by comparing demand (waiting people) with available capacity and the optimal waiting threshold defined by the company. |
| Algorithm | The SAT measurement depends on queue KPIs and is calculated as: SAT = Number of people waiting / (Number of active service points × Maximum accepted ratio of people per server) • People waiting: total customers in line. • Active service points: number of checkouts or service counters in operation. • Maximum accepted ratio (acceptable SLA): threshold of people per service point beyond which the company considers service inefficient or uncomfortable. |
| Accuracy | Higher than 99 %. |
| Typical Use Cases | • “Checkout saturation” alerts • Staffing dimensioning • Service SLA |
Visual Explanation
| Visual Explanation |  |  |  |  |
|---|---|---|---|---|
| Description | 1. The company sets acceptable service conditions (SLA) (e.g., 3 people waiting per server). | 2. Detection of people in staff / service / waiting areas | 3. If SLA is met, saturation is below 100% (not saturated). | 4. If SLA is not met, saturation is above 100% (saturated). |