Vertical or Horizontal View of Service Guides

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 trying to understand the differences between Vertical and Horizontal Views of Service Guides. In order to accomplish this, you will need the following permissions:

Admin Role with access to Queue Views settings and editing permissions.

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

1. Log in to the Qtrac Admin Portal.
2. In the left navigation menu, click Queue Views, then select the Queue View where you want to edit the Service Guide Orientation (view). 
   
   Note: You must use Queue View 2.0 to see this option under Queue Configuration. 

3. Once the orientation is selected click Publish and Publish to Assigned Locations at the bottom right corner.
   

    

Service Guides Layout Comparison

Horizontal (Numbered Buttons) vs Vertical (Scrollable List)

Both layouts control how steps are presented to associates during live service, not what the steps do functionally. The choice directly impacts speed, cognitive load, and compliance. 

1. 🔵 Horizontal View (Numbered Buttons)

   What it looks like

   • Steps displayed as numbered buttons/tabs
   • Associate moves one step at a time
   • Clear visual progression (Step 1 → Step 2 → Step 3)

   ✅ Pros

   • Strong step enforcement – ideal when order matters
   • Keeps associates focused on a single action at a time
   • Lower cognitive overload during high‑pressure services
   • Works well with required steps, reducing skipped actions 

   ⚠️ Cons

   • Less context visible at once
   • Can feel slower for experienced associates
   • Additional clicks if guide has many steps
   • Not ideal for “reference-style” guides 

   ---

   ✅ Best Practical Uses (Horizontal)

   Example 1: Government / Compliance Services

   Scenario: DMV or licensing office
   Why Horizontal works:

   • Steps must be completed in a strict order
   • Missing a step can cause legal or compliance issues
   • Clear numbered flow reduces mistakes

   ---

   Example 2: High‑Risk Financial Transactions

   Scenario: Loan processing, identity verification
   Why Horizontal works:

   • Forces associates to acknowledge each step
   • Ensures confirmations, disclosures, and validations are not skipped

   ---

   🟢 Vertical View (Scrollable List)

   What it looks like

   • Steps shown as a single scrollable list
   • Associate can see all steps at once
   • Steps may be required or optional

   ✅ Pros

   • Faster for experienced associates
   • Serves as a checklist + reference
   • Reduced clicking for long guides
   • Better when steps don’t have strict order

   ⚠️ Cons

   • Easier to miss steps if many are required
   • Can feel overwhelming if guide is too long
   • Less “forced discipline” compared to Horizontal

   ---

   ✅ Best Practical Uses (Vertical)

   Example 1: Retail Returns / Exchanges

   Scenario: Store associate handling frequent returns
   Why Vertical works:

   • Associates already know the flow
   • Guide acts as a quick reminder
   • Speed is more important than strict sequencing

   ---

   Example 2: Customer Courtesy / Soft‑Skill Guidance

   Scenario: High wait‑time apology checklist
   Why Vertical works:

   • Not all steps are mandatory
   • Associates may adapt wording based on context
   • Guide supports, not controls, the interaction

   ---

   🧠 Rule of Thumb (Internal Best Practice)

   If the service is…	Recommended Layout
   Compliance‑heavy	Horizontal
   Order‑dependent	Horizontal
   Time‑sensitive	Vertical
   Associate‑experienced	Vertical
   Reference‑style	Vertical
   New or complex service	Horizontal

   ---

   ⚠️ Real‑World Feedback to Keep in Mind

   From actual customer's feedback discussions:

   • Overusing required steps (especially in Vertical) can overwhelm associates
   • Horizontal guides should be short and focused
   • Vertical guides should avoid becoming “wall of text” checklists

Note: A Service Guide with no Connected Services will not appear on the associate dashboard. Always connect at least one service or rule before putting the guide into use.

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.