How to Use Customer Properties in the Queue

Hello,

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 use Customer Properties in the Queue. In order to accomplish this, you will need the following permissions:

• Queue Access

Once Customer Properties are configured, this guide explains what staff and agents see during a live visit — how returning customers are recognized, where properties appear, and how they change in real time.

Step 1 — Customer Joins the Queue

When a customer joins the queue and enters a mapped identifier (e.g., their mobile phone number or student ID):

1. Qtrac searches existing customer records for a match on that identifier.
2. If a match is found, it loads all properties associated with that customer automatically.
3. If no match is found (first-time customer), properties will be blank — this is expected.

No action required from staff — recognition happens automatically in the background.

Step 2 — View Customer Properties at the Window

When you open a customer's record to serve them:

1. Locate the customer in your Queue or Serving view.
2. Open the customer profile or detail panel.
3. Scroll down to the Customer Properties section.
4. You will see all configured property categories and their current values (e.g., Risk Level: Low Risk, Student ID: ABC123).

Tip: Properties load even if the customer entered a different identifier this visit. For example, if they gave their phone on visit 1 and their student ID on visit 2, Qtrac links them and loads the same property record either way.

Step 3 — Understand What You're Seeing

Important: Properties always show the customer's current values — not what they were during a past visit. If a customer was Low Risk six months ago but is now High Risk, you will see High Risk even when reviewing an older visit.

Step 4 — After Serving — Properties Update Automatically

Once you mark a service outcome or complete the visit, any configured Advanced Rules fire automatically:

1. Qtrac evaluates all rules against the outcome you selected.
2. Matching rules update the customer's properties instantly (e.g., completing service sets Risk Level → Low Risk).
3. No manual action is needed from staff — updates happen in the background.

On the customer's next visit, those updated properties will already be there when they check in.

Step 5 — First-Time Setup: Log Out and Back In

After Customer Properties are first configured in your system, you may need to log out and log back in once before properties appear in the customer window.

1. Complete a test visit.
2. Log out of the Qtrac portal.
3. Log back in.
4. Open any customer record — properties should now be visible.

This only needs to happen once after initial configuration.

Notes

• Profile vs. Properties: The customer Profile (showing lifetime visit count) is based on phone/email only. Properties can be linked by any mapped identifier. A customer may show 0 lifetime visits in their Profile but still have populated properties if they were previously recognized by a non-phone identifier.
• Properties are read-only for staff in the queue view — they are updated by rules, not manually entered by agents.

If you still have any questions please feel free to reach out to our Qtrac Support Team.