Creating check-in requests (cloud)
There are two ways for a walk-in customer to check-in using LobbyCentral. A customer can check-in themselves through the kiosk, or an agent can check-in the customer by creating a check-in request.
Queue Type & Queue
There are two queue types. Customer queues and Work queues are displayed on the Check-in Management screen, in their respective tabs.
The Queue Type field will only be displayed if you have more than one queue type defined. A queue contains a group of customers for a specific area.
| Customer Queue
||Contains service requests for walk-in customers and appointments.|
| Work Queue
||Contains service requests for customers that are not present at your location. For example, customers who email or call for assistance.|
A Service is a short description of the reason the customer has come into the location. Services are displayed in a drop-down menu. The system administrator may enable the option to select Other Service, if the requested service is not listed.
Service Long Description
After the user selects a service from the drop-down menu, a Click For Information link is displayed below the service. If the administrator has entered a long description, or any notes regarding the service, it will be displayed upon clicking the link.
The Comments field allows the user performing the check-in, to add additional information if necessary, regarding the customer's visit.
The system administrator may create custom check-in fields, to capture information unique to that check-in request. If desired, the administrator can "require" the information before check-in is complete.
If the "required" information is not collected by the user, they will not be able to complete the check-in process.
Custom fields may also be created to capture unique information, and attach it to the customer record.
A customer record may be edited while in-service, allowing a user to capture information that has changed, or was not previously entered for that customer.
For example, if the customer mentions they have moved, the user can update the address within the service request, and save it to the customer record.
For more information, please see Managing Pending & In-Service Requests, in the LobbyCentral Cloud user guide.
The Assign To menu allows the user to select the assigned, or requested, employee from a drop-down menu. The default selection is First Available.
If a user assigns the check-in request to him/herself during the check-in process, the customer will be placed immediately into the In-Service list with that user, and a check-in notification will not be sent to other users.
Note: A system administrator may enable Hide 'First Available', requiring a customer checking in at the kiosk to select an employee, before completing the check-in process. See Web Kiosk General Settings for more details.
If the administrator enables Request Referral, the Referred By field is displayed when creating a request. This field is used to indicate the employee who referred the customer, and is used for reporting purposes.
The Options list, displays at a minimum, the option Assign this request to me. If the administrator creates Special Services, these will also appear in the Options list. See Data Tables in the LobbyCentral Cloud user guide for more information.
Note: Selecting Assign this request to me immediately assigns theCheck-In request to the user creating it. A check-in notification is not sent, and the request immediately displays in the In-Service list.
Creating a Request
- Select the tab for the type of check-in you are creating, either the "Checked In" tab (Customer Queue), or Work Queue tab.
- Click on the Check-In/New Request button.
- Enter the customer’s name (full or partial), phone number, or account ID.
- Click Continue.
- Select the appropriate customer from the list, or select New Customer, if the name does not appear on the list, and enter the customer information.
- (If displayed) select the Queue (department).
- Select the reason for visit.
- Enter comments (optional).
- Complete custom fields (optional).
- Select the assigned employee (optional).
- Select additional options for the request (optional). See Options below for more information.
- Enter customer mobile number and provider, if customer would like to be paged by text when called.
- Click Submit.
See Creating & Managing Appointments in the LobbyCentral Cloud User Manual, for information on how to check-in customers with an appointment.
Using LobbyCentral Mobile (iPad App) to Check-In Customers
The LobbyCentral Mobile app, for the Apple iPad, is a free app available in the iTunes store. Using LobbyCentral Mobile, you can connect to your LobbyCentral server to check-in, and check-out customers.
See LobbyCentral Apps for iPad in the LobbyCentral cloud User Manual, for more information on mobile apps.