A fix went in on March 21, 2017, that addressed the intermittent issue of appointments being successfully booked through the Customer View, but not displaying in the Site Administration view. Note that most appointments were being booked and were displaying correctly, but some were not.
As a result of this fix, any appointments booked on the Customer View since approximately 2:00pm US Pacific Time on March 21st will display properly in Site Administration.
However, this doesn’t address any appointments that were created prior to the fix. These appointments are still not displaying.
Addressing this issue will require a separate fix. When this patch is applied, any appointments that weren’t displaying in Site Administration before would then display.
What does this mean for you?
Because these hidden appointments will now be visible again, if you or your customers had booked appointments into slots that were already taken by one of the hidden appointments, it will appear that the slot is double-booked.
This won’t impact all clients, but for the ones that are impacted, this means you will need to take quick action to reschedule those customers who are double-booked. If you don’t quickly act on this, you may have two or more customers showing up at the same time.
Also, any double-booked customers will receive appointment reminders per your account configuration. That’s another reason to act quickly on rescheduling these customers – especially the ones with appointments within the next couple days.
How to identify possible double-bookings
If you don’t allow multiple bookings in time slots, you can identify double-booked slots simply by looking at the appointment grid.
You can also identify double-bookings by running an Appointment Report.
Running the Appointment Report
There’s a good chance you’ve already run Appointment Reports in the past, but to ensure you run one in a way that allows you to quickly identify any overbookings, do the following:
STEP 1: Access the report
- Click on the Reports tab
- Click on the Appointment Reports link on the left
STEP 2: Select filters
- In the Filter section of the Appointment Report, select the appropriate filter criteria for date ranges, staff, or other filters you’d like to apply to the report.
Start with a smaller date range. If you have multiple locations, select just one location. For Appointment Statuses, select all statuses, except “cancelled”.
STEP 3: Select fields
- In the Include in Report section, select the following (remember, your fields names may be different than the default terms):
- Start Time
- Staff Member (screen name)
- First Name
- Last Name
- Appointment Status
If you want to include fields for customer contact information, such as phone number or email, please do so.
STEP 4: Select sort criteria
- In the Sort By section, select “Date (ascending).”
STEP 5: Select view option
- For View Options, if you are skilled in Excel, select Excel. If you are not, select HTML.
STEP 6: Run the report
- Click on the <Run Report> button.
Scan the report for any appointment times that are duplicated for a given staff member. Those represent slots that have been double-booked.
Here is an example of what your report might look like. Note the double-booking.
At this point, you can determine how best to proceed in rescheduling any double-booked customers.
What do I do if I have questions?
If you have questions, contact our support team per your account support plan.