Hi Joan-
“Wake” is a bit of an older term (historically it meant that the family would stay near the deceased in case he or she were to “wake up.”) Today it is usually the same thing as a viewing or visitation, where during established hours, friends and family can come pay their respects to the deceased and offer condolences to the surviving family.
Regarding the situation you encountered, it is unusual to have no immediate member of the family present to receive visitors. I’m not sure why it happened that way with your neighbor, and there could have been some unknown circumstances that left you alone at the funeral home with no one to extend sympathy to – I’m really not sure. The viewing times listed (9 am to 7pm) are a bit long, but I would think the funeral home would have scheduled it differently to accommodate the ability of the wife and/or children to be present to receive visitors.