Calling Visits - Counter
It is strongly recommended that the same user should
not be logged in to the same Counter from two different browsers, at the same time.
Qmatic Orchestra provides three methods for calling a Customer for Service:
• Clicking the Call next button. In this case, the Work Profile will determine from which Queue or Pool the Visit should be called. If it is a Queue, it will always call the first Visit in the Queue. This is the most common way to call a Visit.
• A Walk in Customer: “calling” a Customer that has not taken a ticket.
• Calling a Visit out of order. In this case the User circumvents the configured Customer Journey and calls a particular Visit in a Queue.
When opening the Counter application, a settings window is shown:
Before you start serving Customers, the Counter will look something like this:
If the Counter is closed, it will look something like this:
Your Counter terminal may look different, depending on how your system is configured.
Calling the next Visit in the Queue
Click the Call next button to call the next waiting Visit in sequential order (according to your Work Profile).
Clicking the Call next button also closes the ongoing Visit.
If you have Store next enabled in the Business Configuration, this means that the next Customer in line, according to your Work Profile, will be called automatically.
If no one is standing in line at the moment, with Store next enabled, you will see the following message:
If there are waiting Customers in your Queue and if your Service Point has been set up as Confirm Needed in the Business Configuration of your Branch (see the Administrator’s Guide for more information), the following message will appear:
When you click Yes, you can proceed with working with the transaction. Should you instead click No, the following message will appear, giving you the choice to recall or recycle the Customer, or call the next Customer. Clicking Cancel here would imply that the Customer did not show up. If you click Go Back you will be asked again whether or not the Customer has arrived:
Once the Customer has arrived, depending on how your system is set up, you may also be able to do the following in the Counter window:
• Park an ongoing Visit. The Visit will end up in the Staff Pool, and must be recalled from there.
• Transfer an ongoing Visit to another Queue, a Counter Pool or a Staff Pool.
• Set a Visit as No show, e.g. the Customer never approached the Counter, or the Customer could not be served at all.
• Recall a Visit. The Visit is called again, e.g. displayed on all configured Presentations Points (displays and voice units).
The transaction time is
not reset to zero when the Visit is recalled.
• Recycle a Visit. The Visit is put back into the Queue from which it was called.
• Wrap-up a Visit, for example finishing paper work, before ending the Visit and calling the next Customer.
• Add/edit notes about the ongoing Visit/Customer.
• Link a Customer to a Visit and edit Customer information.
• Add Marks to the transaction.
• Add/edit Services to the Visit.
• Add Delivered Services
• Add an Outcome.
• View Queue information.
These actions are addressed in detail in the section below titled
Working with the called Visit - the Visit Card.
For definitions of the terms used in this and the following sections, please see “Customer Journey Management Terminology” on page 8.
Calling a Customer without a ticket - Walk in
A Customer without a ticket can be entered into the system and called for Service using the Walk in feature. The Walk in feature lets you place a virtual ticket into the Service Queue of your choice.
A typical scenario is when no one is waiting in line and a Customer approaches a Counter without first taking a ticket.
The ticket is called immediately following the selection of the Service.
Your system may be configured so that Walk in Visits are always called for a specific Service. If that is the case, you will bypass the Service selection page.
To call a Customer without a ticket:
1. Click the
Walk in button,
.
The list of available Services is displayed and it is also possible to search for a Service:
If your system is configured so that you have set a default Walk in Service, this page is bypassed and a Visit with the default Service will automatically be started instead. 2. Click a Service name. The ticket is tied to this Service allowing the system to record the transaction. The ticket is called and the Counter page is displayed.
This ticket is only created within the system, not printed.
3. Handle this ticket in the same way as you would any other ticket.
Calling a Customer out of Queue order
In certain situations, it may be desirable to call a Customer in any order, even if it is not his/her turn, according to the Queue. This can be done regardless of how your Work Profile is set up.
It is done in the following way:
In the Queues area, expand the wanted Queue.
You will see all the Visits in the Queue:
Click the Visit number that you want to call, select the Call customer action:
