Qman Features

With the demands of client servicing centres increasing, an effective and functional customer management solution is essential. nfinityQman provides a solution that not only manages the demand of the service centre and its customers, but has the added advantage of allowing companies to target customers with relevant information while in the service centre.

Customer interface
Service and Consultants interfaces
Management interface
Way Finding & Area Configuration
Digital Posters with Smart content
Queue Management reports

*Integration into the nfinityX

nfinityQman allows the service centre to manage the flow of the customers quickly and efficiently through the service area. Cutting down on resources and increasing productivity of your staff and improving customer satisfaction.

The customer is greeted at the entrance of by a staff member or consultant who helps them through the simple interactive menu. Information like Name, account no and service requirements may be captured if required.
Alternatively the customer simply selects the service required and proceeds to the waiting area. The information module is customisable, allowing one to structure the data sets to suit your specific information or data capture requirements.

Customers have the option to request SMS notification if the system indicates the waiting time to be excessive for the customer to wait inside the service centre.
The system will notify the customer when the their ticket is nearing the front of the Queue.

The option of a mobile application which gives the customer a live view of the queue is also available for Qman. Scanning the QR Code on the ticket connects the customer directly to the active queue.
The solution would need to be centralised for this functionality to be available on the cloud.

Kiosk

Dynamically built interface using defined services
Services may have a subset of child services
Interactions may be shown relating to services
Display estimate queue waiting time once certain average queueing time is reached
Give customer option to be reminded via SMS when their ticket approaches the front of the queue
Print ticket
SMS ticket
Enter reference number before service is accessible
Send SMS notification to store/branch/location manager to collect client from kiosk
Specify store/branch/location manager’s cellphone number (multiple numbers may be used)
Show/hide mouse cursor (for desktop/touchscreen ease of use)
Define screen timeouts
Select kiosk location
Select kiosk’s queue area (multiple kiosks in one location may be in different queue areas thus offering different service selections to customers)

Consultant Interface

Log on authentication
Queue area selection
Counter number input
Display each tickets’ waiting time
View roles
View system role types
Create virtual ticket
Call ticket
Display ticket running serve time
Re-call ticket
Re-queue ticket
Set ticket to pending (for later pick up)
Auto re-queue ticket after 3 calls
Set ticket to “no show”
Transfer ticket
Redirect ticket
Add interaction and action to ticket
Administrator features:
Pick up any ticket from the queue
Remove any ticket from the queue
Reset any ticket in the queue
Supported devices:
Windows
IOS
Linux
Android
Interface can be full screen application, sidebar application or accessed via web page

Configuration

Log on authentication
View and edit users per location
Create and edit users
Assign user details:
Username
Password
First name
Last name
Location
System role types
Roles
Service priorities
Create, edit and delete roles
Create, edit and delete services
Configure each service:
Define service name to be displayed on kiosk interface
Define service name to be displayed on ticket print and call screen
Choose to print a ticket or simply display a wayfind message on the kiosk
Customise SMS ticket issue message
Choose whether or not this service should be added to the queue for consultants to call
Customize wayfind message to be displayed on the kiosk upon service selection
Choose whether or not this service should display queue waiting time (when specified threshold is reached) and give customer option to be reminded via SMS when their ticket approaches the front of the queue
Customize initial SMS to be sent to customer
Customize reminder SMS to be sent to customer
Choose whether or not a reference number should be entered before this service is accessible
Choose whether or not the customer should be collected from/met at the kiosk upon selecting this service
Customize SMS notification to be sent to store/branch/location manager to collect/meet client
Assign child services
Assign interactions
Create, edit and delete interactions
Create, edit and delete queue areas
Create and edit locations
Specify average queuing time before kiosk displays estimated queuing time to customer with option to be reminded via SMS when ticket approaches front of queue
Specify estimated queuing time before customer’s reminder SMS should be sent
Specify maximum allowed number of ticket re-queues
Specify position in queue at which ticket should be placed when re-queued
Specify store/branch/location manager’s cellphone number
Display queue areas assigned to location

Reporting

Live dashboard chart interface displaying following data per location:
Queue count per service
Total queue count
Average queuing time per service
Tickets currently being served per service
Total count of tickets currently being served
Today’s served tickets per consultant
Total count of tickets that have been served today
Historical reports interface displaying the following data per location:
Current active consultants
Current tickets served per consultant
The following reports are displayed per date range specified by the user. These results may be exported (CSV format):
Customers per hour
Customers per day
Customers per week
Customers per week day
Interactions assigned
Services served
Average service rating
Consultant report displaying:
Username
Name
Surname
Customers served
Average serve time
Minimum serve time
Maximum serve time
Average rating by customers

Queue data report displaying:
Ticket ID
Service name
Date
Serve time
Start time
End time
Username details of consultant who served ticket
Ticket rating by customer

All reporting information available for integrations into 3 party applications