Electronic queue

Implementation of a ready-made electronic queue system based on web-oriented, cross-platform applications for organizing the work of self-service ticketing kiosks, queue displays, virtual call queuing desks and operator’s workstations.

◾   Additional website of our Smartix e-queue system
◾   Architecture of the Soft-logic electronic queue system
◾   Overview of Soft-logic electronic queue interfaces
◾   Back office demonstration

Customization of the complete software product and development of software of various complexity and scale at request.

Our company offers:

Implementation of dedicated queue management system for organizing the operations of a customer’s existing hardware complex, expanding of equipment functionality

Launch of a comprehensive hardware-software system, including modern self-service kiosks, displays, operator’s workstations, if necessary, voice announcement, navigation, etc., with refinement and customization support

Functionality:

Cross-platform solution
(Linux, Windows, MacOS)

Manager application for smartphone or tablet

Authorization through Active Directory

Creating and managing tree-like menus through the back office

Flexible configuration allowing to select specific manager for certain queues

Adaptive queue display design. Vertical/horizontal layout. Several visual templates

Custom statement constructor

Service quality assessment through the ticketing kiosk

Single sign-on technology

Our system supports Single Sign-On technology with Kerberos encryption (in some cases with NTLM authentication), which will be useful for large customers of large-scale electronic queuing system networks.

SSO-mechanism greatly simplifies the process of employees authorization by a single entry of authorization data in Active Directory for subsequent access to all applications. Authorization data is stored centrally and hidden from employees.

Features include:

Various types of authentication, including two-factor authentication, one-time passwords, also biometric data if necessary

Offline authorization if connection lost, the use of local SSO profiles with a limited lifetime

Delegation of access rights between employees with full action control

If necessary we are ready to adapt the SSO functionality for any requirements!

Business goal

Our solution is equally suitable for creating and processing simple structured and complex unstructured queues with various types of services distributed according to the settings between different windows/operator’s workstations.

There is support of the management of information displays, if necessary, sound notifications (based on our service use Google Cloud Text-to-Speech synthesis system), integration with related systems, etc. It is possible to combine an electronic queue ticketing kiosk with payment or any other functionality.

Solution description

Adaptive web application, available on any operating system (Windows, Linux, MacOS) and devices, including smartphones and tablets.

Allows administrative staff to add organizations, their branches and offices, connect ticketing kiosks, queue displays and operator’s workstations, manage their parameters and communications within the offices. Add staff, determine the features of their work, link them to the types of queues being processed (service types). Keep monitoring and statistics.

An adaptive web application, available on any operating system (Windows, Linux, MacOS) and devices, including smartphones and tablets. Using by employees to serve customers through the electronic queue system.

Allows the employee to choose workplace with reference to the types of queues (services) that the employee will serve, call, recall or redirect clients (virtual call queuing desk functionality), as well as go for lunch or a break (in case all clients are served at this workplace). For each completed application employee can leave a comment, there is also statistic of served customers and the current number of people in the queue online.

Modern self-service kiosks for choosing services and printing electronic queue tickets. Support deployment of various functionalities for business automation.

Analysis of free, occupied and inactive workplaces, then sending client to the employee who processed the least number of applications.

Any other algorithms are possible depending on the customer's requirements for the system, including the distribution of applications among employees taking into account KPI, total working time, time spent on processing of one application, etc.

Combination of ticketing kiosks with payment kiosks/ATM, ability to pay for any regular payments, issue bank products and deposit/withdraw funds in addition to receiving queue tickets.

Single integrated solution increases customer focus and significantly reduces costs for the organization. There is a good method to use ticketing kiosks and kiosks with combined functionality at single office to provide high customer flow management level.

Deployment at the ticketing kiosks web sites to create multifunctional reference information and navigation panels, service quality assessment systems without using remotes and Android tablets, integration with third-party accounting systems, development of custom interfaces and much more.

Size of customer

Our e-queue system is suitable for organizations that within of their entire activity
for processing applications use the minimum of:

ticketing kiosks

managers

Solution architecture

We suggest to view the architectural scheme of our electronic queue
and algorithm for distributing applications between employees.

See solution architecture

For whom

Our electronic queue can be used in any state and commercial organizations that sell any goods or provide services and seek to accelerate and optimize client flows.

Banks
and credit organizations

State
institutions

Medical facilities — hospitals,
laboratories, private clinics

Public receptions,
advisory centres

Commercial
enterprises

Service
centres

Consulting
companies

Insurance
companies

Offices of housing
and utilities management companies

Fast food, cafe,
canteens

Pick-up delivery
points

Air and train
ticket offices

Universities,
other educational institutions

Standard
application scenarios

Tickets dispense

Process description:

The client uses ticketing kiosk to obtain information about the necessary service, specialist, office.

After making a choice, the data about client is transferred to the system and client is sent to the appropriate operator’s workplace, taking into account the algorithm established by the customer.

Website deployment

Ticketing kiosk’s interface can be platform for deploying an online appointment website.

In this case visitor can not only queue at kiosk’s spot, but also remotely book a visit through web or mobile application and then log in at the kiosk to confirm electronic appointment or receive a paper ticket.

Integrated solutions

Combining an electronic queue based on self-service devices and electronic displays with access control and management systems, voice notification systems, kiosk-based quality service assessment systems linked to an employee ID by scanning QR codes on coupon and other automation systems.

Combining Queue management system with smart systems

Creation of high-level systems with control and fixation from the moment of the first visitor interaction with electronic queue until the exit from the building.

Tracking the timing of services, automatic navigation and distribution of flows between less busy windows or departments based on smart technologies.

Solution design

Ticketing kiosks

Queue display

Workplace

Back office

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Used to select services and receive tickets depending on the business area. It is possible to select a specific manager when the option is enabled in the back office

After receiving the ticket client waits for notification on the electronic display (also voice notification, if available). After receiving the service it is possible to assess the service quality

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Standard electronic display with call queue status

Electronic display for readiness process notifications, for example, for fast food or retail

Simple electronic display with information about the service window

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Employee authorization in the system

Choosing a workplace, taking into account the services ready to be provided

Assigning client to work

Customer service process

Select dialog for transfer to another queue

Work break with an indication of the reason, if customers in the queue are not served, their requests first will need to be processed

1/3

Visual presentation of statistical data for the selected period. Allows to quickly assess the system effectiveness

Creation of locations to which employees will be linked, ticketing kiosks and information displays. Integration with OpenStreetMap — convenient search by address and coordinates

Queue profiles for linking queues and executors. On their basis directions for processing applications by managers at workplaces are created, tickets with prefixes are dispensed

Technical
monitoring system

System includes a technical monitoring module and an emergency alert module. A customer can monitor a devices's current status in real time (including amount of paper in the thermal printer, connection state, fullness of cash boxes if there is payment functionality, etc.), receive notifications about technical problems via SMS/E-mail/Telegram and promptly respond to it.