Quick Start: Queue Management

How to install a queue

1. In the sidebar, navigate to Apps → Marketplace
2. Look for Queue Management in the list of applications and click on the Install button to open the installation dialog
3. In the installation form, enter a Name for your Queue Management installation
4. Optionally, select a Group to organize your installations
5. Click OK to create the Queue Management installation

How to access queue settings

1. Your new installation will be available in the sidebar under Apps → Installations
2. Open the installation and select the Configuration tab to access your queue's options

How to configure a basic queue

1. Set or change the installation name for the queue installation. This is the title visible in Apps → Installations
2. Set the Space for your queue. Setting the correct Space is important if you utilize multiple queues in one location (Space), because it will aggregate analytics properly for the entire location, in addition to the each individual queue.
3. Set the correct timezone for the queue's location
4. Set the Queue Display Title - this title will be visible for staff in the Queue Manager, and for your visitors on their tickets. You can adjust the Queue Display Title for each supported language.
5. For service and time-sensitive related operations, you can track the exact time it took for the visitor to complete their visit. Enable Show the serving tab option, and you can control the full customer journey, from walk-in, to check-out
6. Set the working hours for your location. This is not the same as settings the queue's open hours. Queue's open/close status is managed manually through the Queue Manager. Working hours enable displaying proper waiting times for early visitors.
7. If you don't want to have tickets from previous days showing up in the Queue Manager, enable the Auto reset queue option and set an hour (recommended outside of working hours) when the queue will clear occupancy and close all tickets
8. Set the login method that the staff will use to access the Queue Manager
   • Pin code doesn't require any additional set up, and you can start using the Queue immediately
   • Email login requires you to first invite users to the tenant

Enable additional options for your queue

1. Enable Stations to guide the user to the exact location (counter, desk, office) they need to go to
2. Enable Categories to make your services better organized and easier to access
3. Allow ticket transfer gives you the option to transfer one ticket from one station to another, from one category to another, and even from one queue to another queue, if you have multiple Queue Management installations set up in the same tenant
4. Add a custom logo for your queue by uploading an image file to your Media Library, then copying its URL and pasting it here
5. Collect customer's information during ticket registration means you can request the visitor to leave certain information in order to receive a ticket
   • If you have categories enabled, you can request the visitors to select a category during registration

How to configure notifications and feedback

1. Select which notifications you want enabled for your queue
   • Email and SMS notifications require additional backend configuration by Phygrid
2. Enable or disable the feedback survey that shows up on the digital ticket after the visitor has completed the journey
3. Enable the option to Send email notifications to staff about different queue operations and status updates
4. Customize the text of the SMS notifications for the visitors, if you have enabled the option for SMS notifications

How to organize a queue in a physical location

1. Let the visitors join the queue by Downloading the ticket QR code
   • Print the QR code alongside additional instructions and place it prominently at the entrance to your location
   • To further grab the visitor's attention, you can utilize a Signage Playlist and show the QR code through a digital display
   • If you utilize the Ticket Signage optional component for Queue Management, you can enable the option to show a QR code to join the queue

How to manage a queue

1. Copy the link to the Queue Manager and share it with the staff that is managing the queue
   • Depending on the selected login method, you might also need to share the login pin code