Sample Training Outline

Owned by Angie McCune (Unlicensed)
Last updated: May 17, 2022 by Leigh Nunez (Unlicensed)
1 min read

Customer Join Overview

How do our customers join the line?

  1. Remote Options

    1. SMS - any phone that can text

    2. Consumer Apps (IOS and Android) - smart phones

    3. Home Kiosk

  2. In Office

    1. On-site/location kiosk
    2. CEC - Customer Engagement Center

 User Interface Overview

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

  2. Monitor

  3. CEC

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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. 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. Viewing Appointments

    2. Creating Appointments

    3. Setting Resource Availability

    1. How appts enter the queue

    2. Status

    3. Calendar = staff facing appointment interface

  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/ManagerSupport

  1. Email - support@qless.com

      1. Email - support@qless.com

      2. Zendesk

    1. Command Center

    2. Dashboard (when enabled)

    3. Reports