User Guide
This document serves as a comprehensive user guide for the queue management system, providing detailed instructions on how to use its features effectively. The guide is designed to help users navigate the system, manage customer queues, and optimize service delivery.
Table of Contents
Introduction
The queue management system is designed to streamline the process of managing customer queues, ensuring efficient service delivery and improved customer satisfaction. This user guide provides step-by-step instructions on how to use the system's features, from setting up the queue management dashboard to managing customer check-ins and tokens.
Getting Started
To get started with the queue management system, follow these steps:
Log in to the Queue Management Dashboard: Access the dashboard using your credentials.
Familiarize Yourself with the Interface: Explore the dashboard layout, including the navigation menu, queue status indicators, and key performance metrics.
Configure Your Queue Settings: Set up your queue preferences, including service types, queue rules, and notification settings.
Add Stations: If applicable, add physical or virtual stations where customers can check in to the queue.
Train Staff: Ensure that all staff members are familiar with the queue management system and its functionalities.
Queue Management Dashboard
The queue management dashboard is the central interface for monitoring and managing customer queues. It provides real-time information on queue status, customer wait times, and service performance. Key features include:
Queue Status Indicators: Visual representations of current queue status, including the number of customers in line, average wait times, and service times.
Customer Information: Details about customers in the queue, including their names, tokens, and service status.
Manage Queues
The queue management dashboard allows you to create and manage multiple queues. You can:
Create New Queues: Set up new queues for different service types or locations.
Edit Existing Queues: Modify queue settings, such as service types, active days and times, and notification preferences.
Delete Queues: Remove queues that are no longer needed.
Queue Configuration
The queue configuration feature allows you to customize your queue settings to meet specific business needs. Key configuration options include:
Channels: Define the channels through which customers can join the queue, such as in-person, online, or via mobile app.
Serving Stations: Set stations where tokens are assigned and customers are served.
Token Assigning Order: Set the sequence of assigning tokens to stations. Eg. Any Order, Sequential.
Logo and Banner: Upload your Queue logo and banner to personalize the queue experience for customers.
Active Days and Times: Specify the days and times when the queue is active, ensuring that customers can only join the queue during operational hours.
Token Initials and Length: Customize the token format, including initials and length, to match your branding and operational requirements.
Form Fields: Add custom form fields to collect additional information from customers during check-in, such as contact details or service preferences.
Manage Stations
The queue management system allows you to manage multiple stations where customers can check in. You can:
Add New Stations: Create new stations for different service types or locations.
Edit Existing Stations: Modify station settings, such as station name, service type, and active days and times.
Delete Stations: Remove stations that are no longer needed.
Station Configuration
The station configuration feature allows you to customize the settings for each station. Key configuration options include:
Station Name: Assign a unique name to each station for easy identification.
Service Type: Specify the type of service provided at the station, such as retail, food service, or customer support.
Capacity: Set the maximum number of customers that can be served at the station simultaneously.
Agents: Assign staff members to the station who will manage customer check-ins and service delivery.
Generate Tokens from Admin
The queue management system allows you to generate tokens for customers directly from the admin dashboard. This feature is useful for managing walk-in customers or those who do not have access to the online queue system.
To generate tokens from the admin dashboard, follow these steps:
Navigate to the "Generate Tokens" section in the queue management dashboard.
Select the queue for which you want to generate tokens.
Enter the customer's details, including name, contact information, and any additional information required.
Click the "Generate Token" button to create a token for the customer.
Token Display Screen
The token display screen is a dedicated interface that shows the current token number and the next token to be served. This screen is typically displayed on a monitor or screen in the waiting area, allowing customers to see their position in the queue.
Token Report
The token report feature provides detailed insights into token usage and queue performance. It allows you to track the number of tokens generated, served, and pending, as well as average wait times and service times. This information is valuable for analyzing queue performance and identifying areas for improvement.
Customer Check-in
The customer check-in feature allows customers to join the queue either through a physical kiosk or a mobile application. This feature captures customer information and assigns them a token, which is used to track their position in the queue.
Feedback Collection
The feedback collection feature allows customers to provide feedback on their service experience. This can be done through surveys or rating systems, helping businesses gather insights into customer satisfaction and identify areas for improvement.
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