Manage Queues (cloud)

Queues are used to hold waiting customers for a specific area, and contain the services offered for that area. Customers are placed in the queue according to their check-in time.

Queue Types

LobbyCentral contains three types of queues.

Lobby Queue Used to hold walk-in customers for a location. Each location maintains its own set of queues, to keep check-in requests isolated from other locations. A Lobby queue captures the total time the customer waited and the length of service.
Work Queue
A work queue is used for customers who are not present, or in situations where wait time is not applicable. For example, email or phone call assistance. A work queue will only track time spent with the customer. Wait-time is not tracked because the customer is not present at the location. Work queues do not require a location.
Callback Queue A callback queue is an online queue that holds customers requesting a call for their issue or question. Instead of holding for a service representative, a customer can simply fill out a request form using their web browser. The request is queued along with other customer requests, and employees work the calls as if the customer was waiting in the lobby. For more information on callback queues, please review Creating Virtual Callback Queues.

Queue Visibility

A lobby queue can only be assigned to one location. Each location maintains its own set of queues, and they are only visible to the user(s) assigned to them. Queue assignment can be managed when editing a queue, or a user.  

Queue Properties

Basic properties

Name Name of the Lobby queue, generally named after the department. This is the name that will be displayed for users in LobbyCentral.
Type Lobby, Work, or callback queue. See descriptions in Queue Types, above .
Location The physical location or site the queue is assigned to.
Status Used to set the Queue as active or inactive. Inactive hides the queue and prevents it from being selected from menus.

Assigned Users

Users who will have access to view, and check-out, customers in this queue
Users List of user(s) assigned to work the queue.
Add User Dropdown menu of users to select for queue assignment. Once selected, user(s) are displayed in list above.


The visit reasons/services assigned to the queue. 
Services Displays the visit reasons/services which have already been added to the queue.
Available Services A list of available services. Click on a service to add it to the queue.

Add Queue

  1. Go to Tools > Administration > Manage Queues.
  2. Click New Queue.
  3. Select the queue type.
  4. Enter the name of queue (generally a department name).
  5. Select the queue location.
  6. Select queue status (default is active).
  7. Enter the queue location if different from location (optional).
  8. Enter operating hours if different from location (optional).
  9. Click the Assigned Users tab.
  10. From the drop-down menu, select each user that will monitor and work this queue (after the name is clicked, it will automatically be added to the users list).
  11. Click the Services tab.
  12. From the drop-down menu, select each Available Service that you will assign to this queue. Note: A queue requires at least one Available Service.
  13. Click Save.

Modify Queue

  1. Go to Tools > Administration > Manage Queues.
  2. Locate the queue to update, and click Modify.
  3. Make the desired changes.
  4. Click Save.

Delete Queue

  1. Go to Tools > Administration > Manage Queues.
  2. Locate the queue to delete, and click Delete (see note below).
  3. Confirm that you want to delete the queue.

Note: You cannot delete a queue once it has been used. Modify the queue status to Inactive to prevent it from being used.

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