Delete Library Objects
Right click on the object you want to delete then click “Delete Library Object” click yes and save.
Delete Library Object
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Edit Library Object
Select the library object
Select and right click to bring up the menu, then choose ” Edit Library Object”
Editing Library Object
Click save when you are done editing.
Adding layer to screen for ticker
We must add a layer on screen for the ticker to scroll on screens.
In our example, we use an existing screen to create an additional layer and call it ticker layer.
Screen with no ticker layer
There is only one layer on the screen.
To add a layer see below
- Right on the screen
- Click “New Layer” you will see a new layer on your screen.
- Right click on it
- Hover over “Layer”
- Click “Layer Properties”
Edit the properties and click on “done” when you’re finished.
You will notice the new layer called ticker added.
Make a new content list that you will use for your ticker.
Search for the ticker that you have created or an existing one and drag it to the clipboard
Drag it to the new ticker playlist, give it duration and loop it.
Close the content list
Attach the ticker content list to the ticker layer (you do this by dragging the ticker list from the clipboard to the ticker layer
You will see a success message for attaching to layer – click okay
To see that the ticker is attached to the layer – move the time line a little bit to your right
Screen with a ticker layer
Publish the screen to see the changes on players.
Attaching RSS Feed to ticker
You must have an existing RSS Feed to use before you can use this feature.
Adding Rss feed
Click on “Load RSS Feed” to select the feed that you want.
Selecting RSS feed
- Choose the feed you want from the ones available.
- Then click on load.
IOL Sport feed
After you have clicked on load – the RSS feed is displayed on screen,
We still need to set the speed and update time.
Speed – is the rate at which the rss feed will scroll on the screen…the higher the number, the faster it’s scrolls.
Update Frequency – the frequency that you want the Rss feed to be updated.
Saving the RSS feed
- Click to save
- Type in the name you want to use to save your ticker
- Lastly, click to save
Live Encode Monitor
We use Live Encode Monitor to look at the files uploaded encoding progress and speed.
NB: this feature uses the files that are already uploaded.
Go to Screen works Tab, then click on Live Encode Monitor Icon as shown below.
Live Encode Monitor Icon
Live Encode Monitor Overview
- Pid: Process Id Number (It matches the one on the Master Process List)
- File: Displays the file / media name
- Start Time: Shows the time that the encoding time started
- Frames Per Second: Shows the encoding speed of the file
- Progress: Displays the progress in percentages (1 – 100%); 100% being complete.
Click on “Refresh” to see new files encoding.
Live Encode Monitor Page
Protected: Qman System Administration_Userguide
Protected: Qman Config_Userguide
CSR_Userguide
When accessing the CSR application, you will be presented with a login screen. Enter your username and password and tap/click the Login button.
Logging In
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.
Settings
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
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.
Serving a 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
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.
Logging Out
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.
Kiosk_ Userguide
The kiosk displays available service selections and issues the corresponding ticket. It is defined by its MAC address (which defines the physical hardware of the kiosk). Each kiosk can be set up in a unique queueing area, which is done via the kiosk configuration panel. The configuration panel will force open if there is no queue manager set up for that location or branch. When a kiosk is connected to the network for the first time, it is necessary to go through this process to send the MAC address to the server for further communication.
Setting the Kiosk
1. To open the kiosk configuration panel, press/click and hold the top right-hand corner of the application.
2. Select the preferred language from the drop-down menu.
3. Select the kiosk’s location from the drop-down menu.
4. Select the kiosk’s queueing area from the drop-down menu.
5. Each location or branch needs to have one queue manager. If this kiosk is the queue manager for its location, tick the queue manager box.
6. Click the save button.
Using the Kiosk
To initiate interaction with the kiosk, tap/click on the welcome screen.
You will be presented with a list of available service selections. Select the appropriate service.
A ticket will be issued and printed, displaying your ticket number.
Reports_Userguide
Reports
Reports are accessed by logging into the System Administration Interface. The following tabs are available which provide reports:
Staff Manager
Click the Reload button located towards the bottom of the screen to generate this report. On the left-hand side you will see tabular data listing each currently logged in user’s username, name, time since last activity, current status and total number of tickets picked up.
On the right-hand side you will see a graph representation of tickets served by each user for the day.
Traffic
This report returns traffic statistics based on the criteria selected.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report. The Report Type drop-down menu gives you the following options:
1. Customers per Hour
2. Customers per Day
3. Customers per Week
4. Customers per WeekDay
Once you have made your selection, click on the Search button. On the left-hand side you will see tabular data listing the total number of customers served grouped by the report type you selected.
Click on the Export Excel button to download a spreadsheet of your report.
On the right-hand side you will see a graph representation of the total customers served
grouped by the report type you selected.
Service Statistics
This report returns traffic statistics based on the criteria selected.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
The Report Type drop-down menu gives you the following options:
1. Customers per Hour
2. Customers per Day
3. Customers per Week
4. Customers per WeekDay
Once you have made your selection, click on the Search button. On the left-hand side you will see tabular data listing the total number of customers served grouped by the report type you selected.
Click on the Export Excel button to download a spreadsheet of your report.
On the right-hand side you will see a graph representation of the total customers served grouped by the report type you selected.
Service Statistics
This report returns statistics relevant to interactions, services and ratings associated with tickets.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
The Report Type drop-down menu gives you the following options:
1. Interactions
This displays the total number of tickets associated with the list of interactions shown.
2. Services
This displays the total number of tickets associated with the list of services shown.
3. Service Avg Rating
This displays an average percentage value grouped by the list of services shown, which is obtained from customers when they make use of the service rating application
to input their ticket number and rate the service they received.
Once you have made your selection and clicked on the Search button, you will see tabular data on the left-hand side representing the report type you selected.
Click on the Export Excel button to download a spreadsheet of your report.
On the right-hand side you will see a graph representation of the report type you selected.
Consultant Report
This report displays a summary of information pertaining to consultants who serve tickets.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
Click on the Get Results button to view your report.
Click on the Export Excel button to download a spreadsheet of your report.
The following information is shown per consultant:
1. Username
2. Name
3. Surname
4. Customers Served
5. Average Serve Time
6. Minimum Serve Time
7. Maximum Serve Time
8. Average Rating
This is obtained from customers who make use of the service rating application to input their ticket number and rate the service they received.
Interactions Report
This report displays a summary of information pertaining to interactions associated with served tickets.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
Click on the Get Results button to view your report.
Click on the Export Excel button to download a spreadsheet of your report.
The following information is shown per interaction associated with served tickets:
1. Category
2. Description
3. Total (tickets)
4. Average Serve Time
5. Minimum Serve Time
6. Maximum Serve Time
Queue Data
This report displays information pertaining to each ticket listed relating to the report criteria you select.
Select the location area/branch name from the drop-down menu provided along with the start date and end date to specify the date range of your report.
Click on the Get Results button to view your report.
Click on the Export Excel button to download a spreadsheet of your report.
The following information is shown per ticket listed:
1. ID
The ticket ID stored in the database.
2. Service
The service associated with the ticket
3. Date
The date the ticket was created
4. Serve Time
The total time taken to serve the ticket
5. Start Time
The time serving the ticket began
6. End Time
The time serving the ticket ended
7. User
The user who served the ticket
8. Rating
This percentage value is obtained from customers who make use of the service rating application to input their ticket number and rate the service they received.
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