What are Queue Views?

A Queue View is a customized layout that controls what information your team members see when they are managing customers in the queue. It defines the visible fields, available actions, login requirements, and workflow options for each role or department.

Think of Queue Views as personalized dashboards that ensure every associate sees the information that is relevant to their job and only what they need to operate efficiently.

Why Queue Views Matter

1. Role-Specific Visibility 

Different team members require different types of information.
Queue Views allow you to tailor the columns and data fields shown for example:

• A Bank Loan Specialist may need:

  • Customer service details

  • Appointment date/time

  • Notes

  • Customer tags (e.g., “Loan Renewal,” “High Value”)

  • Required documents

• A Bank Teller may need:

  • Queue ticket number

  • Service type (withdrawal, deposit, check cashing)

  • Wait time

  • Whether the customer is checked in

By customizing views, every associate sees exactly what they need to serve customers quickly and accurately.

2. Cleaner & Faster Workflows

Showing fewer, more relevant fields reduces noise and confusion.
When associates only see options they use daily, they work:

• Faster

• With fewer errors

• With higher customer satisfaction

A simple view = a more efficient workflow.

3. Better Access Control & Security

Queue Views help enforce role-based permissions such as:

• Who can call customers

• Who can edit customer details

• Who can cancel or transfer services

• Who can manage multiple customers

• Who can reposition customers in the queue

This ensures that only authorized associates make important changes.

4. Consistency Across Locations

Large organizations such as banks, retail stores, clinics, or service centers use Queue Views to standardize workflows across all branches while still supporting special roles at specific locations.

5. Supports Multi-Department Workflows

If your organization has different service categories (sales, support, returns, appointments, etc.), Queue Views allow each team to operate with a workflow tailored to their department.

This reduces training time and helps each team function at peak efficiency.

Why Different Team Members Need Different Queue Views

Example: Bank Loan Specialist

Loan specialists need detailed customer information to perform complex, time-consuming services.

Their Queue View might include:

• Booking date/time

• Service type (Loan renewal, mortgage inquiry)

• Customer notes

• Tags (priority customers, missing documents)

• Ability to mark “no show”

• Ability to manually add customers

• Ability to transfer customer to other departments

This ensures they have all the information needed before starting the service.

Example: Bank Teller

Tellers handle high-volume, quick transactions. They need a light, fast queue view showing:

• Ticket number

• Service type

• Wait time

• Customer name

• Call Next button

• Minimal extra fields

They do NOT need advanced options such as editing customer details or managing complex workflows - so those options stay hidden.

Options Available in Queue Views

Basic Settings

• Queue View Name

• Workflow template

• Mobile template

• Scheduler template

Login Requirements

• Require Associate role

• Require Desk at login

Queue Features (Enable/Disable)

• Queue Dashboard

• Book queued customers

• Export booking data

• Purge queue data

• Queue filter

• Call next button

• Quick serve

• URL shortcut

• Today’s visits

Associate Actions

Control what associates can do:

• Call customers out of order

• Cancel service

• Edit customer details

• Delete from queue

• Mark no-show

• Manually add customers

• Reposition customers

• Serve multiple customers

• View all called/served

• Start service without calling

• Action multiple customers

• Place customers on hold

Transfer Actions

• Allow transfers between associates

• Allow transfers between services

Queue Columns (Data Fields)

Choose which fields appear, including:

• Ticket number

• Queue name

• Service

• Booking date/time

• Wait time

• Checked-in

• Associate notes

• Customer tags

• Messaging

• Position in queue

• Language preference
  …and more.

Reordering Columns

You can drag and reorder up to 11 fields for the Queue view display.

Summary

Queue Views allow you to:

• Create role-based dashboards

• Reduce confusion by showing only relevant information

• Improve service speed

• Strengthen security with role-specific permissions

• Optimize workflows for different teams (Loan Specialist vs Teller)

They are essential for organizations that support multiple roles, departments, or service types.

We hope this article helped you out with your inquiry. 

If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.