How to Configure Auto Call Feature

Hi,

Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you. Based on your inquiry, it looks like you are configure the Auto Call Feature. In order to accomplish this, you will need the following permissions:

Admin Role with access to Queue View Templates and editing permissions.

Once you confirm that you do have access to these settings, please follow these steps:

Step-by-Step Configuration

1. Once logged into Qtrac navigate to Manage, and then choose Queue Vuews from the left menu or the big Queue Views Icon:
   
2. Find the Queue View template you would like to add this feature on and click Edit:
   
3. Activate the Auto Call Next Queue Feature by checking the box. Once clicked you will see additional Option
   

4. Set the delay configuration in seconds. This is how long the countdown timer runs before automatically triggering "Call Next."

   Note: Consider assigning Auto Call to specific Queue Views only. Do not enable it for all Queue Views. Only enable it for frontline associate views where steady throughput is the primary goal. Back-office, supervisory, or reporting views should not have Auto Call enabled.

Configuration Best Practices

• Pilot in a high-volume location first before scaling to the entire organization. A single location pilot lets you observe real-world impact and adjust the delay before broader rollout.
• 30 to 60 seconds is a solid starting point for most environments. This gives associates enough time to take a breath between customers without letting the queue stall unnecessarily.
• Only enable for frontline staff. Auto Call is designed for associates primarily focused on queue service. Do not configure it for Queue Views that include back-office or supervisory functions.
• Communicate the change to associates before activating. Auto Call changes associate workflow and a brief training moment before rollout prevents confusion and resistance.
• Monitor idle time and throughput in Insights for 2 to 4 weeks post-activation and adjust the delay if needed based on real data.
  
  We hope this article helped you out with your request and clarified things a little bit more.
  If you still have any questions, please feel free to get in touch with our Qtrac Support.