Counter : Working with the called visit - the visit card
  

Working with the called visit - the visit card

The visit card contains the following information:
• Customer name – and a plus sign if several customers are linked to the visit.
• Visit number – for example A001.
• Service name – the name of the service that this visit applies to.
• Context Marketing – if the Context Marketing icon is shown, this means that there is an available Context Marketing message.
An example of a Context Marketing message is:
• Waiting time – the time the customer has waited, before he/she was called.
• Service transaction time: the transaction time for the current service. This is only displayed if you select a service to serve from the visit card.
 
• Total transaction time – total transaction time since the transaction started. Here, your system may also be configured to show the expected transaction time in parenthesis.
• Notes – here you can see the note for the visit, if available. You can also add notes here. See “Adding and editing notes for an ongoing visit” .
In the visit card, you can do the following things:
• Click Add customer to add a customer or edit the customer information. See “Adding a customer and edit customer information” .
• Click Add service to visit to add another service or turn the visit into a multi-service visit. It is also possible to delete services here. See “Adding/editing services” . Only the Next service will be shown, but if several are added, it is possible to expand the list of services to see them all.
• Click Show services to show additional services connected to the visit. It is also possible to select a service to serve here. For more information, see “Show services and select a service to serve” .
• Click Add delivered service to add a delivered service. For more information, see “Adding a delivered service” .
• Click Add marks to add marks. For more information, see “Adding marks” .
• Click Add outcome to add an outcome. For more information, see “Adding outcomes” .
• Click Recall to recall the visit, see “Recalling a visit” .
• Click Recycle to recycle the visit, see “Recycling a visit” .
• Click Transfer to transfer the visit, see “Transferring a visit” .
• Click Park to park the visit, see “Parking an ongoing visit” .
• Click No show to set the visit as No show, see “Setting a visit as no show” .
• Click Wrap-up to wrap up the visit, see “Wrapping up the visit” .
• Click Finish to finish the visit, see “The Finish button”

Adding and editing notes for an ongoing visit

Notes may already have been added in the Reception application. If so, they will be visible on the visit card. To edit or add more notes, click the Notes icon. The maximum number of characters for a note is 255. Notes are automatically saved.
Notes are only valid for as long as the visit is open. All notes are deleted when the visit is closed.

Adding a customer and edit customer information

By linking a customer name to a visit after the visit has been called, the coming transactions, if any, will see the name of the customer with that visit number.

Link an existing customer

1. In the visit card, click the Add customer icon, .
2. In the Link existing customer field, start entering a name in the Search field. The search begins when two characters have been entered. The search feature is not case sensitive, nor does it require a complete entry to successfully run a search.
3. A customer list is displayed; up to a maximum of 100 names.
4. Click the customer name to select the customer.
5. Click Save & Add to link the customer to the visit.
To change an erroneously linked name, simply link another name.

Select a new customer

1. Click the Add customer icon, , on the visit card.
2. Fill in the customer details:
• First name - required
• Last name - required
• Email address
• Phone number
• Date of birth
 
3. Click Save & Add to add the customer to the visit.

Edit customer information

1. Click the name of the customer, on the visit card, next to the visit number.
The Edit customer window will be displayed:
2. Edit the customer details. When done, click Update info.
 

Adding/editing services

Depending on how your system is set up, it may be possible to add services to an ongoing visit, turning it into a multi-service visit. This is done by clicking on the Add service icon, , on the visit card. The Add service window is displayed:
Here, you can select a service from the drop-down list. Unserved services will be listed and it is also possible to delete them from the list.
When a multi-service visit is finished, you will be asked to confirm that the customer has more services to visit:

Show services and select a service to serve

By clicking the Show services button, you can see which services are connected to the visit:

Click Serve to select a service to serve. This action will end the current service which means that if a delivered service/outcome is required, you have to add that first. A message confirming which service you are currently serving will be displayed.

Adding a delivered service

If a delivered service has been connected to this service, it must be added, before it is possible to end the transaction.
Note that you can only add a delivered service when a ticket has been called.
1. Click the Add delivered service icon, . The Add delivered services window is displayed:
Here, you can search for a delivered service to add. If there is an outcome connected to the delivered service, you can select that here too.
The time that the delivered service was added will be shown in the Time column.
It is also possible to delete delivered services.

Adding marks

Depending on how your system is set up, it may be possible for you to add marks to the ongoing visit. This is done by clicking the Add marks icon, in the upper right area of the Counter window. The following window is displayed:
Select the wanted mark type, select a mark, and enter the number of marks to add (max 10). Then click Add mark to visit.
The entered marks will be listed in the Add marks window. It is possible to remove marks, see the name of it, as well as what time it was added.

Adding outcomes

If an outcome has been connected to this service, it must be added, before it is possible to end the transaction.
Note that you can only add an outcome when a ticket has been called. In most cases you also have to add a delivered service.
2. On the visit card, click the Add outcome icon, , if this is an outcome connected directly to the service. If not, follow the procedure described in “Adding a delivered service” .
3. Select an outcome from the drop-down list:
4. The wanted outcome is attached to the ongoing visit.
5. Add additional outcomes as needed.

Recalling a visit

If a customer does not respond to the initial call for service, the Recall feature allows you to call that visit a second time or more. Click the Recall icon to re-announce the most current visit on the displays and through the audio and/or video units available in your system. This option only operates for the most recent transaction and for a visit that has not yet been closed.
The transaction time is not reset to zero when a visit is recalled.

Recycling a visit

If a customer does not respond to the initial call for service, or for any other reason you want the customer to be called again later, the Recycle icon allows you to put that visit back into the queue at the first position, but after a delay of a number of seconds (configurable).
It is only possible to recycle a visit a certain number of times (default three times).

Transferring a visit

Use the Transfer feature to transfer a visit between queues, staff members or counters.
When transferring to a staff member or a counter, the visit will end up in their pool. For more information about pools, see “Pools” .
This feature is useful when multiple employees need to serve the same customer, or when a customer for example needs to fill in a form before being served again.
To transfer a visit, prerequisites:
• The visit is called and the service is provided.
• The visit remains open.
It is also possible to transfer a visit without calling it first, by expanding a queue, selecting the wanted visit and then clicking on the Transfer icon.
1. Click the Transfer icon. Decide if you want to transfer to a queue, a staff member, or a counter pool:
 
2. Select the wanted queue, pool or staff member to transfer to. For queues, select if you want to transfer to first in line, last in line, based on visit lifetime or with a delay.
If you press Transfer with delay, you can either select one of the default options presented, or enter any number of minutes in the input field:

Pools

Pools are similar to queues, but are used when customers need to be put on hold or parked aside the predefined customer journey. You may need to let a customer for example fill in a form and meanwhile continue serving the next customer.
There is one counter pool connected to each counter.
Visits can not be created directly in a certain pool, instead the customer must be transferred to the staff pool or counter pool.
The customer can later be called automatically from a pool and customers in a pool that does not have a certain order.
Pools may be connected to a certain work profile.

Parking an ongoing visit

If you click the Park icon, during an ongoing visit, the current visit will be sent to your staff pool.

Setting a visit as no show

If a customer is called for service and does not show up, you can recall the visit by clicking the button for it, see “Recalling a visit” . If still no customer appears, you can record the visit as a no show. The system then records no shows in the statistics, allowing management to track missed visits with the completed transactions.
To record a visit as a no show, simply click the No show icon. The visit is saved in the statistics and closed.

Wrapping up the visit

Depending on how your system is set up, you may have the option to wrap-up the visit. This may be useful for example if you need to finish some paper work, after the customer has left and before the next customer is called.
Click the Wrap-up icon. The following window will be displayed:
There is a timer showing how much time has been spent on the wrap-up. When done, click Finish.