Manage Queues

A Queue is a group of services, used to hold customers for a specific area. When a ticket is assigned to a queue, the members of that queue are notified.

Creating a Queue

  1. Go to Tools > Administration > Manage Queues.
  2. Select Add Queue.
  3. Select the Queue Type from the dropdown menu. For more information on queue types, please review Managing Queues.
  4. Enter the name of queue.
  5. Select the queue location.
  6. Select the queue's visibility (where it will be displayed).
  7. Enter the address and operating hours (if different from the location assigned to).
  8. Select the Assigned Users tab.
  9. From the drop-down menu, select the user who will monitor and work this queue. Repeat this step for each user to assign to the queue.
  10. Select the Services tab.
  11. 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.
  12. Click Save.

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 walk-in 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 for situations where wait time is not applicable. For example, customers who email or call for 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.

Modify a 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 a Queue

  1. Go to Tools > Administration > Manage Queues.
  2. Locate the queue to delete, and click Delete.
  3. Confirm.

Note: A queue cannot be deleted once it has been used. Change the queue status to Inactive to prevent it from being used.

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