Navigating The Check-In Management Screen (cloud)
The Check-In Management screen is divided into five main sections: Queues, My Status, My Appointments, pending requests (or wait queue), and In-Service list. See below for a breakdown of each section.
If a user is joined to more than one queue, an additional queue named All, is displayed at the top of the User's queue list. All displays the total number of customers, waiting in all of the user's assigned queues.
If your system is configured for Work queues, you will see an additional section below Customer Queues.
- Customer Queues: A Customer Queue manages "walk-in" customers who are present at your location.
- Work Queues: A Work Queue manages customer service requests for customers who are not present at your location. For example, a Call Center.
Alternatively, the In and Out buttons below the text box, provide a quick way to change your status to Out of Office, or Available. The Out button will change your status to Away with a message of "Out of Office". The In button will remove the message, and set your status to "Available".
For directions on changing your status, please see Changing User Status in the LobbyCentral cloud User Manual.
Pending Requests / Wait Queue
Note: To view a list of waiting customers, you must be assigned, and joined to a queue.
Customers are listed in order of arrival, and should be taken out of the queue using the First-One In, First-One Out (FIFO) process. The administrator can enforce the FIFO rule to ensure that customers are taken in order of arrival. If FIFO mode is enabled, the system will prevent users from taking a customer out of turn unless:
- The User is taking a customer that is assigned to them.
- The next customer in line is waiting for a specific employee.
Note: You can only edit a request if you are the original creator or have supervisor or administrator rights.
Overdue Tickets: If a customer is in the waiting list beyond a defined time limit, the customer record highlights in red, and a second alert is sent to users. The administrator controls the max wait time in the Administration section of LobbyCentral.
Pending tickets can also be color coded based on length of time waited. This overrides the default color of red when a customer's wait time exceeds the set location value. Up to three colors may be specified.
Special Service Requests: If a customer requires one or more, special services, the user may select the service(s) required during the customer check-in process. An icon is displayed for each special request, below the customer's reason for visit, or service , in pending requests. Using the mouse, hover the cursor over the icon to view the Special Service description.
Hidden Service Detail: The administrator can elect to disable the service detail column. If the column is disabled, Hidden by Administrator is displayed in place of the visit reason, or service.
When the visit reason is disabled, it cannot be viewed until the user takes the customer. It can then be viewed in the service record.