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Customer Join Overview

How do our customers join the line?

  1. Remote Options

    1. SMS - any phone that can text

    2. Consumer Apps - smart phones

    3. Home Kiosk

    4. Voice (when enabled)

  2. In Office

    1. On-site/location kiosk
  3. Queue Manager or Concierge

 User Interface Overview

  1. Kiosk/Home Kiosk (shown during Customer join portion)

  2. Monitor

  3. Queue Manager

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General Information

  1. Settings = ticket classifiers - when enabled

    1. Windows, rooms, etc.

    2. Do this first when enabled or there will be an error in the text!

  2. Wait Times

    1. Algorithm

    2. Avatar Colors (include appts and call ahead as needed)

  3. Text Message Flow

    1. Joined

    2. Status Updates - typically 30 minutes

    3. Please return

    4. Summoned

  4. Customer Information Box

    1. Info shown

    2. Ability to Edit

    3. Action buttons

    4. Call ahead options (when enabled)

  5. Searching for Customers

  6. Queue States

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General Workflow

  1. Summon

  2. Arrive

  3. End Service (when Service Transaction recording is enabled)

    1. Service Results List (when enabled)

  4. Arrived List - All students who have been marked as arrived


Other Scenarios (What if….?)

  1. Begin Service (if service transactions are enabled)

  2. List View

  3. Reenter Queue Button (if service transactions are enabled)

  4. Expired spots

  5. Appointments (when enabled)

    1. How appts enter the queue

    2. Status

    3. Calendar = staff facing appointment interface

      1. Viewing Appointments

      2. Creating Appointments

      3. Setting Resource Availability

  6. Make sure queues are empty at end of day - otherwise, wait times will be off the following day


Review General Workflow

  1. Summon

  2. Arrive

  3. End Service (when Service Transaction recording is enabled)

    1. Service Results List (when enabled)


Training/Help Resources

  1. Need help link

  2. Knowledge Base

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Admin/Manager

    1. Support

      1. Phone (urgent)

      2. Email - support@qless.com

      3. Service Desk Portal

    2. Command Center

    3. Dashboard (when enabled)

    4. Reports
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