System Options (cloud)

System options contains LobbyCentral's global features and should only be managed after all users have been logged out of the system. In addition, only Super Administrators have access to system options.

Settings

Customer Label Drop-down box allows you to choose the term used to identify your customer (i.e. Customer, Member, Client, Patient, etc.).
Account ID Label Allows you to change the Label used to identify an "account" (i.e. Student ID, Patient ID, Account Number, etc.).
Check-In Capture Type Mode LobbyCentral is operating in. (See Check-In Capture Type below, for detailed information.)
Applications Contains other applications run by LobbyCentral. See Applications below for a detailed description of each.
Company Name The name of your business or practice.
Company URL Your company web address. After the customer completes the check-in process through ExpressLobby, the page will default back to https://www.msn.com/. If you would like to customize the default page, for example to your general website, you will need to enter the URL here.
Theme Changes the colors of the user interface.
Wait List Colors Allows the user to set the color for pending requests based on how long the customer has been waiting. Overrides default max wait-time color of red when a customer's wait time exceeds the set location, or queue value. You may specify green, yellow, or red.
Max Number of Call-out before Reset Sets the max number for callout numbers, before resetting to 1. For example: if set to 1000, callout numbers will not reset until 1000 callout numbers are assigned at check-in.
Webhook Endpoint Webhooks can be used to be notify users of events. When an appointment is created or cancelled, the event details are published to the webhook endpoint.
Appointments The below appointment settings are only used if you also have a current LobbyCentral Appointments subscription
Time Slot Interval Sets the number of minutes between available appointment times. For example: Setting time slots to 15 minutes, would give customers the option to create appointments during open hours every 15 minutes; 9:00am, 9:15am, 9:30am, 9:45am, etc. until business close.
Earliest Check-in Sets the earliest time a customer will be allowed to check-in before their scheduled appointment time.
Latest Check-in Sets the latest time a customer will be allowed to check-in after their scheduled appointment time.
Max Appointments per Slot Sets the number of appointments allowed per time slot. For example; if set to 2, then 2 customers will be able to create an appointment during each time slot. If time slots are set in 15 min. intervals, then 9am, 9:15am, 9:30am, etc. Once the max appointments per slot have been filled for a particular time, that time slot will drop off the selection screen.


Check-In Capture Type/Operation Mode

Capture Time In, Time Seen, and Time Out Default operating mode of LobbyCentral. Queues customers waiting for assistance. Tracks time in, time seen, and time out. Also called Customer Management mode.
Capture Time In and Time Out Tracks Visitors time in and time out. Does not queue or track wait and service times. Also called Visitor Management mode.

Capture Time In and Time Out

Sign-out Visitor on Departure The receptionist must sign-out the visitor, or the visitor can sign-out using the kiosk. Choose this option to track total time in building.
Sign-out Visitor immediately after sign-in The visitor is automatically signed-out after signing in. Choose this option if you only need a count of total visits per day. Total time in building is not recorded.                                                                                                                                            

Applications

Appointments Check box to display My Appointments in the bottom left menu of the Check-in Management screen, and to allow users to create new appointments for customers.
Visitor Center Check box to enable access to Visitor Security Center from the Apps menu on the Check-in Management screen.   

Options

Enforce FIFO (first in first out) when taking waiting customers Requests must be taken from the queue from oldest to newest.
Display customer by last name followed by first If checked, the customer's name will appear showing Last name first, then First name and middle initial (if middle name used).
Show 'Account ID' column in the In-Service list When enabled, the customer's account ID will be displayed on the check-in management screen while the customer is in service.
Prioritize waiting list by original check-in time for transfers When enabled, will allow a user to transfer a customer to another queue by their original check-in time. See  Managing Pending & In-Service Requests for more information.
Prioritize waiting list by appointment time (overrides check-in time prioritization) If selected, customers will be prioritized in the wait queue by their scheduled appointment time.
Include Callout Number with customer name The callout number assigned during the customer's check-in will be displayed next to their name on the check-in management screen.
Ignore check-in date when showing waiting customers LobbyCentral will bypass moving the request to Fix Requests if request is left in the queue past midnight. Request will remain on the check-in management screen.
Hide 'Other Service' option Prevents the option “Other” from appearing in the service drop-down list.
Track time for add-on services If enabled, LobbyCentral will track the time worked for services added to the request.
Show long service description when creating a request If enabled, the service long description will be displayed in Notes, when creating a work record.
Hide Referred option Removes the “Referred By” option when creating a request.
Hide users that are not logged in from 'Assign To' Users who are not logged into LobbyCentral will not be displayed in the 'assign to' list when creating a check-in request
Show all location users in 'Assign To' regardless of queue membership All users assigned to the location will be displayed in the 'Assign To' field, regardless of the queue(s) they are assigned to.
Disable 'Help Card' in Check-Out window Prevents Help Card tab from showing in check-out window
Require user to select customer record for kiosk check-ins Implemented to help cut down on duplicate customer records, when enabled, the user will need to select the appropriate customer account from the list when moving the customer from the wait queue, to in-service
Require 'Closing Comments' at check-out User will not be able to check-out customer until closing comments have been added.
Disable custom field validation during edit If this option is enabled, the user can edit pending/in-service requests and leave Required fields empty.
Allow multiple tickets to be open by the same user If enabled, taking a service request will change request’s status to In-Service without opening the check-out window.
Enable LobbyCentral Messenger
Enables the integrated chat feature.
Do not allow users to join/leave queues If checked, an administrator must manually add or remove users from a queue. This is strictly a convenience feature.
Do not check if user is logged into multiple locations (Not recommended)
If a user is assigned to queues at more than one location, LobbyCentral verifies that the user is logged out of a previous location before logging into the next. It is not recommended to disable this setting.
Do not require mobile phone when creating an appointment
Disables the requirement of entering a mobile number for a new appointment.
Require email when creating an appointment Requires the user to enter an email when creating the appointment for a customer.

Notification Rules    

Rules override LobbyCentral's default email/text notification. If set, notifications are not sent until the total pending count is equal to or greater than the specified value.

Send email/text notifications to Supervisors after x waiting customers Supervisors will not receive email/text notifications until after the set number of waiting customers has been reached.
Send email/text notifications to Users after x waiting customers Users will not receive email/text notifications until after the set number of waiting customers has been reached.

Notification Options

Send users email check-in notifications Sends an email to the members of a queue after a request has been created. Email notification is also sent when a pending check-in is changed. The user's email address must be added to their User account if this option is enabled.
See  Managing Agents/Users in the LobbyCentral Cloud user guide, for information on modifying the user's account. Please note: The option to send an email notification to the selected user only, requires the additional step of being enabled in Kiosk Settings.
Send users SMS check-in notifications Sends an SMS message to the members of a queue after a request has been created. SMS notification is also sent if the requested user is changed. The user's mobile number and provider must be added to their User account if this option is enabled. See  Managing Agents/Users in the LobbyCentral Cloud Admin Guide, for information on modifying the user's account.
Include custom field responses in email notification If enabled, the notification email that is sent to users when a customer checks in, will include the results of the custom fields.
Mask customer name in notification emails and texts For HIPPA compliance. When this is turned off, the notification email, will say John Smith. If enabled, it will show as John Smi**.
Allow customer to receive a 'next-in-line' text message LobbyCentral will send customers a text notification after they've been selected from the wait queue. However, keep in mind, this is optional for the customer. They will not receive a text notification if they do not enter their mobile number at the kiosk, or if the user does not select the option during check-in.
Email queue to users when a pending or in-service check-in is deleted When enabled, a notification will be emailed to queue members if an employee deletes a pending or in-service request.
Do not send email notification for work queues When enabled, Work queue requests will not be emailed to the queue it is assigned to. This is beneficial when many work queue requests are generated, and employees do not want to be bombarded with email notifications.
Repeat Overdue Notification Repeats the overdue notification "x" times for the set value. For example: If max wait time is 5 minutes, and Repeat is set to 2, the overdue notification will display at 5, 10, and 15 minutes.
Customer Text (SMS) Notification Message  Allows user to customize the text notification message sent to the customer's phone.


Cross-Sell Tracking/Closing Questions

Enable Cross-sell Tracking If enabled, the Cross-sell Tracking section is displayed when working a request.
Title The name of the Item Tracking section.
Column 1-4 Headers The name of the outcome column. Reflects the customer's choice regarding whether or not the add-on was accepted.
For example: Accepted, Not Accepted, Requested Additional Info, etc. These columns may be customized.
Items Used to track products offered to a customer, during check-out. For example, add-on/cross-sell products, such as low interest credit cards, or a car loan refinance. Interest Section Items appear in the Check-out window, under Customer Interests. 
Predefined Comments Used to create standard/common customer responses to offered product interest items. When the user offers a cross-sell item, they can then select the corresponding customer comment in the Customer Interests section, of the Check-Out window; For Example, 'Interest Rate Too High' or 'Not Interested.'


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