Navigating The Check-In Management Screen (on-premise)
The Checked-In 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.
The Queues section, located on the upper left side of the Checked-In screen, shows a list of all queues the user is assigned to monitor. The queue name is displayed on the left side of the column, with the number of waiting customers displayed on the right.
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 you have created both Customer and Work queues, you will see two queue lists. The Customer Queue list will always be displayed first, followed by the Work Queue list.
|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.|
Joining A Queue
- In the Queues section, click + Join Queue.
- Select the queue to join, and click Submit.
- Repeat steps 1 & 2 until all assigned queues have been joined.
Note: This feature may be disabled by the Administrator. If the feature has been disabled, only an Administrator can join your account to a queue.
Viewing Pending Requests
To view a list of pending requests, click the Queue name in Queues. If you are assigned to only one queue, all pending requests for that queue, are automatically loaded. If you are assigned to more than one queue and want to view a list of all customers currently waiting in your assigned queues, click All in Queues.
If the system admin has created and assigned users to Service Counters, the service counter will be displayed in the top right portion of the screen, below the menu toolbar.
Joining A Service Counter
- Click the link Not Assigned to a Counter, on the upper right of your screen, below the menu toolbar.
- Select default, or your assigned counter, from the pop-up menu.
- Click Submit.
Note: Once a user is joined to a counter, they may change the counter they are assigned to by clicking on the counter name. A user cannot leave a service counter once joined. Only an administrator can access Service Counters to remove the user.
My Status, located on the left side of the Checked-In screen, allows the user to change their status to Available, Away, or at Lunch. A custom Away Message may be entered in the text field below the status selection.
For directions on changing your status, please see Changing User Status in the LobbyCentral On-Premise user guide.
My Appointments is located on the lower left side of the Checked-In Screen. This section displays the user's scheduled appointments for the current day only.
- Create an appointment: select the New Appointment link (next to the Check-In button) on the Checked-In screen. Or click the Appointments tab and select New Appointment.
- Viewing appointments: for a specified date range, location, or customer, click on Appointments in the menu at the top of the screen, or Search > Appointments.
- Check-in an appointment: click the Appointments tab, locate the customer, and select check-in.
- Edit an appointment: select the customer's name from My Appointments. Or click the Appointments tab, locate the customer, and select Edit.
For additional information on creating and managing appointments, please see Creating & Managing Appointments in the LobbyCentral On-Premise user guide.
Pending service requests are located on the upper, center portion of the Checked-In screen, and is where customers who are checked-in and waiting for service are displayed. The queue name currently being viewed, is displayed in the blue bar, above the list of waiting customers.
To view a different queue of customers, click on the name of the queue in the Queues list.
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.
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 system 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. For more information on color coding, please see Settings in System Options.
Special Service Requests
If a customer requires one or more special services, the user may select the service(s) required, during customer check-in. An icon for each request, or special service, is then displayed below the customer's reason for visit, or Service in the wait list. Using the mouse, hover the cursor over the icon to view the Special Service description.
Example: Special Service requested for Spanish Speaking Employee
Hidden Service Detail
The administrator can elect to disable the Service column, hiding it from users. If the column is disabled, Hidden by Administrator is displayed, in place of the service description.
When the service description is disabled, it cannot be viewed until the user takes the customer. It can then be viewed in the service record.
Edit Pending Service Request
The Edit Service Request icon is located to the right of the customer’s elapsed wait time, and allows the customer to change or delete the details, of a pending request. While a request is being edited, it is removed from all users' displays. Please see Creating Check-In Requests in the LobbyCentral On-Premise user guide, for instructions on viewing or deleting pending requests.
The In-Service list is located in the bottom center of the Checked-In screen. It displays customers that are being assisted at your location. The In-Service list displays all requests, regardless of the current queue selected in Queues. A supervisor or administrator can edit In-Service tickets to close them if necessary.
For more information on service requests, please see Managing Pending & In-Service Requests in the LobbyCentral On-Premise user guide.