Term | Description |
Appointment | An agreed intention to a visit. |
Branch | An office or department carrying out one or more services in a geographical location. |
Calling Rule | A set of rules that decide from which queue the next customer should be called. |
Counter | A unit or terminal (software, hardware or application) where the staff member is handling the requested service for the customer during the visit. Other common names for the same thing are Terminal, Workstation and service point. |
Customer | A customer is a person visiting a branch. |
Customer Journey Management | The setup of services, and queues, Calling Rules and Segmentation Rules. |
Delivered service | A kind of mark about what service that the customer got. Not necessarily the service they chose at the Entry Point |
Display | Generic display that can change view, e.g. LED or monitor display. |
Entry Point | A display (for example on a kiosk) that allows a customer to choose a service and be assigned to a queue. |
Information Display | A LED or a graphical display that shows system information. |
Mark | A user-defined value that can be added to a service Transaction. See Outcome and Delivered service. |
Main Display | A LED or a graphical display in the waiting area that shows the Ticket Id that is called, the Position that is calling and the direction to the Position. |
Outcome | A mark object that can be added to a service or a Delivered service to specify the result of the transaction. |
Positional Display | Display above a Workstation Service Point. |
Presentation Point | A Unit that can display information, for example main displays and positional displays. |
Queue | A first in first out list of customers. |
Queuing Profile | A part of the Branch Operation Profile that defines the Queuing Logic of the Branch Operation Profile. |
Reception | Where the visit starts once inside the building. |
Service | A service is what our client delivers. A task performed by the company for the customer. See also Delivered service and Outcome. |
Service Transaction | The process of attending a service. |
Staff | A Person delivering a service. |
Ticket | Most commonly a physical note with the queue number for a customer. May however also be in the form of for example an SMS or email. |
Ticket Id | The reference to the visit. For example a ticket number or booking reference. |
Visit | A customer visit from entry to leaving. |
Work Profile | A Work Profile calls customers from a specified number of queues with some kind of priority. |