Adaptive web application (browser only required), available on any device, including smartphones and tablets. Used by employees to work with clients within the QOne Electronic Queue system.
Thanks to the adaptability of the solution, maximum mobility of employees is achieved in the case of the manager's workplace - for example, they can serve customers on a tablet or smartphone and simultaneously provide consulting services in the office.
Capabilities
Linking the workplace to types of queues (services) for service
Acceptance, recall or redirection of customers
Visual display of the current number of people in the queue online
Lunch/break (if all customers at the workplace are served)
Comments on each completed request
Viewing statistics of serviced customers
Functionality description
The system offers flexible opportunities for working with tickets and transferring them to various statuses by an employee through the workplace:
- The client approached
The manager confirms that the client has approached, the system switches to serving the client.
- Client recall
When recalled, the client's ticket is displayed again at the top of the list on the board, the sound signal is reproduced again, a repeat notification is sent via Telegram bot or SMS.
- Client did not come
The system allows you to set the number of missed approaches after which the client is finally sent to the archive. When the manager clicks on the Client did not come button, the ticket is put on hold (for example, for 5 minutes), after which another call attempt is made - the ticket is placed in the general queue and goes to any of the managers. If the client still does not come after all attempts, the system moves the ticket to the archive, the record disappears from the scoreboard, in the Telegram bot or through SMS, a message is sent to the client about the impossibility of waiting for him forservice.
- Change queue
If a client makes a mistake in choosing a coupon, the manager can flexibly reassign him to another specialist. Also, if necessary, during the service process there may be a need to send the client to another employee (for additional consultation, to the cash desk for payment, to the warehouse, etc.).
- Pause
Used for situations when for some reason during the service process, an employee needs to leave the workplace and the client, for example, to search for documentation, an envelope with an issued bank card, etc.
- Client successfully served
All issues successfully resolved, the request is archived.
- Service ended with an error
The client took a ticket for the correct service, however, his question for some reason is not resolved or the service is not provided. When translated to this status, the system allows you to add an extended comment, in the future through the back office you can find these requests, contact the client, analyze the impossibility of solving the task, improve the quality of service or optimize the process of serving customers.