How to Change Queue View Settings?

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Need to customize your Queue View? Learn how to add or reorder columns and create tailored views for different team roles. This guide covers all available settings and how to access them in the Queue View Settings section.

Permissions Required:

Each Queue View Template has two main sections:

1. Basic Settings, where you can define the Queue View name and link it to the appropriate Workflow, Mobile Template, and Scheduler Template.
   
   
2. Queue Configuration
   
   
   • (A) Login Requirements
     • Require Associates to Sign into a Desk at Login
       Associates are required to log into a specific desk when accessing the queue system, ensuring accurate tracking and accountability.
     • Limit One Associate per Desk
       A desk can only be assigned to one associate at a time to prevent overlapping access and maintain organized queue management.
   • (B) Queue Features Settings (Main Queue View Features)
     • Queue Dashboard
       Provides associates with an interface to view and manage the active queue, including ticket statuses and relevant actions.
     • Export Booking Data
       Enables the export of appointment data within a specific timeline as defined on the calendar, useful for record-keeping and reporting.
     • Purge Queue Data
       Clears all active tickets currently in the queue and the "Now Serving" section, allowing for a fresh start when needed.
     • Queue Filter
       Allows associates to filter tickets within the queue by specific criteria, such as service type or priority.
     • Quick Serve
       Lets associates start and complete service for a ticket in one seamless action, streamlining the process for simpler cases.
     • URL Shortcut
       Allows the assignment of a custom URL shortcut with a corresponding display name for quick navigation.
     • Today's Visits
       Provides access to a list of all tickets that have been served on the current day for review or reporting purposes.
   • (C) Associate Actions (Queue Action Buttons and Features)
     • Call Customers Out of Order
       Enables associates to manually select and call a specific ticket from the queue, bypassing the default "Next" ticket.
     • Cancel Service
       Grants associates the ability to cancel a ticket currently in service, allowing for corrections or adjustments.
     • Edit Customer Details
       Provides access to modify customer details on a ticket, ensuring accurate and up-to-date information.
     • Delete Customer from Queue
       Allows associates to remove a customer from the queue entirely, typically used for cancellations or errors.
     • Mark Customer as No Show
       Enables associates to mark a ticket as a "No Show," indicating that the customer did not arrive for their service.
     • Manually Add Customers
       Allows associates to manually add a new visitor to the queue for cases where a ticket needs to be created on-site.
     • Reposition Customer in Queue
       Grants permission to move a customer’s ticket within the queue, adjusting their position as needed.
     • Select Multiple Customers
       Provides the ability to select multiple tickets simultaneously for batch actions, improving efficiency in queue management.
     • Serve Multiple Customers Simultaneously
       Enables associates to serve more than one customer at the same time, ideal for group services or parallel tasks.
     • View All Called or Served Customers
       Gives associates access to review all tickets that have been called or served, providing a full history for the current session.
     • Confirm Bookings
       Allows associates to confirm scheduled bookings, ensuring appointments are locked in and accounted for.
   • (D) Transfer Actions
     • Allow Customer Transfers Between Associates
       Enables the transfer of tickets from one associate to another, ensuring flexibility in handling customer needs.
     • Allow Customer Transfers Between Services
       Permits the reassignment of tickets to a different service type, facilitating changes based on customer preferences or requirements.
   • (E) Queue Columns Basic column values and features, along with advanced values fields that can be pulled from the Workflow, including company-specific questions (general or service-related).
     • Associate Notes
       Displays notes or additional details entered by the associate regarding the customer or ticket.
     • Booking Date/Time
       Shows the date and time of the customer's booking, providing clarity on appointment scheduling.
     • Wait Time
       Displays the total time the customer has been waiting in the queue, helping associates prioritize service.
     • Checked-In Status
       Indicates whether the customer has completed the check-in process, ensuring readiness for service.
     • Service
       Identifies the service selected by the customer, providing associates with a clear understanding of their needs.
     • Customer Tags
       Displays tags applied to the customer’s ticket by the associate, such as VIP status or specific preferences, to aid in personalized service.
     • Customer Language Preference
       Shows the language preference selected by the customer, enabling associates to provide communication in the desired language.
     • Customer Ticket Number
       Displays the ticket number assigned to the customer, serving as a unique identifier for tracking.
     • Queue Name
       Identifies the name of the queue the customer is in, allowing for easy segmentation and organization.
     • Messaging Logs
       Provides a record of messages sent to and received from the customer, ensuring clear communication and transparency.
     • Associate Access to Customer SMS Messages
       Grants associates the ability to view SMS messages exchanged with the customer, allowing for better context during interactions.
     • Associate Response to Customer SMS Messages
       Enables associates to directly respond to customer SMS messages, facilitating two-way communication.
     • Position in Queue
       Displays the customer's current position in the queue, providing associates and customers with a clear understanding of wait times and progress.
   • (F) Selected Values for the selected values (Order of columns)
     • A customizable drag-and-drop section that allows users to select and arrange values for display. A maximum of 11 fields can be shown at a time, including options from both the Queue Columns and Advanced Values sections.

Steps to access these settings:

1. After logging into the Qtrac App, click "Manage" in the top right corner.
   
2. Next, click "Settings" and then select "Queue Views" from the left menu or click the "Queue Views" icon in the center of the page.
   
3. To create a new Queue View template, click "Add New Queue Views" To edit an existing template, hover over the three dots next to the Queue View and select "Edit" from the dropdown menu.
   
4. Update the settings as needed, based on the options mentioned at the beginning of this article (A, B, C, D, E, or F).
   
   
5. When you're done, click "Update" in the bottom right corner of the page.
   

If you have any questions, don't hesitate to contact our Qtrac Help Desk.