CSR_Userguide

Upon successful login, your username will be displayed below the user icon in the bottom menu bar.
You will then be directed to the Settings screen and prompted to enter the area and counter that you are serving.

The Settings screen will display your read-only username and location. Select the area you are serving from the drop-down menu. Enter your counter number in the available text field.

The Roletypes button will display the role types associated with your user. These determineyour system access levels.

The Roles button will display the roles associated with your user. These determine which tickets you are able to serve from the CSR.

The queue is accessible from the Queue icon found in the bottom menu bar.
The top menu bar will have the following options available:

1. Search

A search field which enables you to search ticket numbers in the queue.

2. Refresh

Tap/click the Refresh button to view the updated list of tickets available to you in the

queue. A red indicator will appear over the Queue icon in the bottom menu bar to indicate the total number of tickets in the queue.

3. Create Ticket

Should a customer arrive at your counter without a ticket, this option enables you to create a virtual ticket for them.

4. Call Next Ticket

This enables you to serve the next ticket available to you.
You will be presented with a screen displaying the ticket number that is being called along with the service allocated to that ticket.

You are able to change the service allocated to the ticket by selecting the appropriate service from the drop-down menu.

The top menu bar will have the following buttons available:

1. No Show

Should the customer not show up once his/her ticket has been called, you can set his/her ticket as a “No Show”. This will remove the ticket from the queue.

2. Requeue

This option is used to place the ticket back into the queue at a position specified by the branch configuration.

3. Call Again

This sends a message to the queue management system to call the ticket number again to your counter.

4. Serve Ticket

This allows you to begin serving the customer once they arrive at your counter with their ticket.

Once a ticket has been called, and the Serve Ticket button has been tapped/clicked, you will be presented with a screen displaying the ticket number and the service allocated to it, along with a table indicating the Start Time, End Time and Duration of serving the ticket.
The top menu bar will have the following buttons available:

1. Redirect

This button allows you to re-allocate a service associated with a ticket, should the customer be in the wrong area. You will be presented with a screen which displays the

current ticket number along with the service allocated to it. Select the appropriate service from the drop-down menu provided and then tap/click on the Redirect button

located in the top right-hand corner of the application.

2. Pending

This option allows you to set the status of a ticket to “pending” and can be used if a customer needs to leave and return at a later stage during the day.

You will be able to pick up the pending ticket again from your queue when you wish to do so.

Should the customer not return by the end of the day, the ticket will be removed from the queue.

3. Add Interaction

This option takes you to a screen that allows you to select an interaction from the available drop-down menu to associate with the ticket.

Once the relevant interaction has been selected, you will be able to select appropriate action(s).

Once you are done,you can either tap/click on the Save Interaction button located in the top menu bar and

continue serving the ticket, or you can tap/click on the Close Ticket button the top right-hand corner of the application to finish serving the ticket.

4. Transfer

Should the customer require further assistance from another service area, the Transfer button allows you to select the appropriate service from the presented drop-down menu. Once the relevant service has been selected, tap/click on the Transfer button

located in the top right-hand corner of the screen. The ticket will be added back into the queue.

5. Close Ticket

Once you have finished serving the customer, use this option to close the ticket.

Admin Options

Should your CSR user be assigned the Administration role type, you will be able to access any ticket in the queue by tapping/clicking on it.
You will be presented with a screen which displays the ticket number along with the service allocated to it.
The top menu bar will have a Back button available which cancels your ticket selection and takes you back to the queue.

You will have the following options available to you:

1. Remove Ticket

This option removes the ticket from the queue.

2. Reset Ticket

This removes any statuses or interactions that have previously been assigned to the ticket (e.g. if a ticket has been set to “pending”, it will be reset to a standard ticket that has not yet been picked up).

3. Pick Up Ticket

This follows the same behaviour as tapping/clicking on the Call Next Ticket button mentioned previously, only this option allows you to serve the ticket you have selected as opposed to serving the next available ticket in your queue.

To log out of the CSR, tap/click on the Logout icon located in the bottom bar. You will be presented with a screen which asks you to select a reason for logging out.

Once you have made your selection, your session will end and you will be logged out and directed back to the login screen.