How to serve customers from the Queue? How to serve customers from the Queue?

How to serve customers from the Queue?

Alek Alek

Hello,

Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you.

Based on your questions in the chat, it looks like you are trying to call and serve visitors from the Queue.

In order to accomplish this, please follow these steps: 

Permissions Required:

Roles
  • Agent Templates

 

In order to accomplish this, please follow these steps:

  1. Login to the system and select “Queue” on the top Navigation bar.
    1.png
  1. Select your Location, your Queue View, and which Desk you are working out of (you may also login as yourself by selecting “Agent”).
    location.template.desk.png
  1. To call the next visitor in line, click on the “Call Next” button at the top of the page. You may also expand a visitor record to call that visitor directly.
    ticket breakout.png
  1. To call visitors from certain queues or groups, click on the “Filter” icon and call the next visitor by Queue or Group.
    filter.png
  1. To call multiple visitors at once, click on the checkbox for each visitor and press the Call button at the top.
    multiple select ticket.png
  1. Once a visitor (or visitors) are called, a new pane will open on the right-hand side for serving options. You may call visitors again by pressing “Repeat Call”, you may transfer visitors to different services by pressing “Transfer”, you may cancel the call and put them back into the queue by pressing “Cancel”, or you may mark them as a No Show and delete their ticket by pressing “No Show”. You will begin service on the visitor by pressing “Start” and end service for the visitor by pressing “End”.
    now serving.png
  1. At any time, you may select the checkboxes for multiple visitors to perform actions for all of those visitors at once.
    multiple select now serving.png
  1. You may also click the arrow on the top-left to collapse the “Serving” screen and be able to see the queue.
    collapsed now serving.png

      9. Lastly, you may click “Hide others called or being served” to hide tickets being called and served by            other Users/Agents.

          hide others being served.png

 

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

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