Service Rating Application_ Userguide

Using the Service Rating Application

To initiate interaction with the service rating application, tap on the welcome screen. You will be presented with a screen which requires you to enter your ticket number.

The application will check if you have entered a valid ticket number and will also check to see if your ticket has been previously rated. A maximum of two ratings per ticket is allowed.

The most recent rating is associated with the ticket (should the user have made an error the first time).

Once you have entered your ticket number, you will be presented with a screen which asks you to rate the service you received by touching the appropriate icon (which depicts options of good, average or poor).

Once you have rated your ticket, the screen will thank you; you can either tap it again to return to the welcome screen, or leave it to time out back to the welcome screen after a few seconds.

Qman Features

Qman Overview

With the demands of client servicing centres increasing, an effective and functional customer management solution is essential. nfinityQman provides a solution that not only manages the demand of the service centre and its customers, but has the added advantage of allowing companies to target customers with relevant information while in the service centre.

Customer interface
Service and Consultants interfaces
Management interface
Way Finding & Area Configuration
Digital Posters with Smart content
Queue Management reports

*Integration into the nfinityX

Customer & Queue Management

nfinityQman allows the service centre to manage the flow of the customers quickly and efficiently through the service area. Cutting down on resources and increasing productivity of your staff and improving customer satisfaction.

Arrival

The customer is greeted at the entrance of by a staff member or consultant who helps them through the simple interactive menu. Information like Name, account no and service requirements may be captured if required.
Alternatively the customer simply selects the service required and proceeds to the waiting area. The information module is customisable, allowing one to structure the data sets to suit your specific information or data capture requirements.

SMS Notification (Optional Modules)

Customers have the option to request SMS notification if the system indicates the waiting time to be excessive for the customer to wait inside the service centre.
The system will notify the customer when the their ticket is nearing the front of the Queue.

QR Code access to mobile APP

The option of a mobile application which gives the customer a live view of the queue is also available for Qman. Scanning the QR Code on the ticket connects the customer directly to the active queue.
The solution would need to be centralised for this functionality to be available on the cloud.

FEATURES

Kiosk

 

Dynamically built interface using defined services
Services may have a subset of child services
Interactions may be shown relating to services
Display estimate queue waiting time once certain average queueing time is reached
Give customer option to be reminded via SMS when their ticket approaches the front of the queue
Print ticket
SMS ticket
Enter reference number before service is accessible
Send SMS notification to store/branch/location manager to collect client from kiosk
Specify store/branch/location manager’s cellphone number (multiple numbers may be used)
Show/hide mouse cursor (for desktop/touchscreen ease of use)
Define screen timeouts
Select kiosk location
Select kiosk’s queue area (multiple kiosks in one location may be in different queue areas thus offering different service selections to customers)

Consultant Interface

Log on authentication
Queue area selection
Counter number input
Display each tickets’ waiting time
View roles
View system role types
Create virtual ticket
Call ticket
Display ticket running serve time
Re-call ticket
Re-queue ticket
Set ticket to pending (for later pick up)
Auto re-queue ticket after 3 calls
Set ticket to “no show”
Transfer ticket
Redirect ticket
Add interaction and action to ticket
Administrator features:
Pick up any ticket from the queue
Remove any ticket from the queue
Reset any ticket in the queue
Supported devices:
Windows
IOS
Linux
Android
Interface can be full screen application, sidebar application or accessed via web page

 

 

Configuration

 

Log on authentication
View and edit users per location
Create and edit users
Assign user details:
Username
Password
First name
Last name
Location
System role types
Roles
Service priorities
Create, edit and delete roles
Create, edit and delete services
Configure each service:
Define service name to be displayed on kiosk interface
Define service name to be displayed on ticket print and call screen
Choose to print a ticket or simply display a wayfind message on the kiosk
Customise SMS ticket issue message
Choose whether or not this service should be added to the queue for consultants to call
Customize wayfind message to be displayed on the kiosk upon service selection
Choose whether or not this service should display queue waiting time (when specified threshold is reached) and give customer option to be reminded via SMS when their ticket approaches the front of the queue
Customize initial SMS to be sent to customer
Customize reminder SMS to be sent to customer
Choose whether or not a reference number should be entered before this service is accessible
Choose whether or not the customer should be collected from/met at the kiosk upon selecting this service
Customize SMS notification to be sent to store/branch/location manager to collect/meet client
Assign child services
Assign interactions
Create, edit and delete interactions
Create, edit and delete queue areas
Create and edit locations
Specify average queuing time before kiosk displays estimated queuing time to customer with option to be reminded via SMS when ticket approaches front of queue
Specify estimated queuing time before customer’s reminder SMS should be sent
Specify maximum allowed number of ticket re-queues
Specify position in queue at which ticket should be placed when re-queued
Specify store/branch/location manager’s cellphone number
Display queue areas assigned to location

 

 

Reporting

 

Live dashboard chart interface displaying following data per location:
Queue count per service
Total queue count
Average queuing time per service
Tickets currently being served per service
Total count of tickets currently being served
Today’s served tickets per consultant
Total count of tickets that have been served today
Historical reports interface displaying the following data per location:
Current active consultants
Current tickets served per consultant
The following reports are displayed per date range specified by the user. These results may be exported (CSV format):
Customers per hour
Customers per day
Customers per week
Customers per week day
Interactions assigned
Services served
Average service rating
Consultant report displaying:
Username
Name
Surname
Customers served
Average serve time
Minimum serve time
Maximum serve time
Average rating by customers

Queue data report displaying:
Ticket ID
Service name
Date
Serve time
Start time
End time
Username details of consultant who served ticket
Ticket rating by customer

All reporting information available for integrations into 3 party applications

Sub libraries

Adding libraries as Sub libraries of a library

Select Parent Library

To select a library, left click on the library name. When the row goes white the library is selected.

Go to Sub libraries tab

Click on the sub libraries option under options.

Sub Libraries Tab

Here your will see two panels:

1. On the left, available library objects
2. On the right, Sub library’s of the previously selected library (in this case “undefined”)

 

 

Add Sub library to the selected library

To add a sub library object to the selected library:

1. click on the box next to the library object you would like to add as a sub library so it is ticked
2. then click the arrow button in the middle that points to right panel.

To take a sub library object out of the selected library:

1. click on the box next to the library object you would like to take out so it is ticked
2. click on the arrow button in the middle that points towards the left panel.

Mobi Network

This module explain how the Network Icon works on Mobile App

Network

To see players attached to the Network Structure, click on the Network Icon.

Here you see all the Network Structures available.
Click the Network Structure, it will take you to provinces page under that particular Network, Click on Province and it will open the Region; repeat the process till you get to the players attached to that branch. (The Network structure is – Network – Province – Region – Town – Suburb – Branch – Players)

Player attached to a network structure, click on the player for more information.

More on player information

More features on Mobile App

PLAYER FEATURES

See below for more features when you click on the buttons.

PLAYER DETAILS

Player details displays information for a chosen player.

GPS DETAILS

Shows the player’s GPS location.
If you click on the “more icon” you can
1. Add location
2. Refresh GPS
3 Cancel
4. Logout

PLAYER LOGS

By clicking on player logs, you see all the logs of the player and you can also set the date for viewing the logs.
This helps to see the times and dates of when was the player online or offline.

MANAGE CONFIG

Here you can edit the configurations of a player.
At the right hand side, click on the dropdown to select the change you want to make.
You can also adjust the volume as well as changing the player to full screen view or turn it off.

SCREEN CAPTURE

Captures what is currently playing on screen.

SCREEN RESTART

Clicking on Player Restart will restart the player and you will see the confirmation message.

IMAGE UPLOAD

You can upload image, click on Choose file then on upload.

UPDATE INFORMATION

You can update the Area and Status of a player.

Using Mobile App

This module shows how to use Mobile App.

Landing Page

From this landing page, we can see that there are 8 bouquets available, 4 players installed of which only 2 are online (green colour) and 2 are offline (red colour)

Click on one of the existing bouquets, for our lesson we will use the ” Phumza Test Bouquet”

Screens attached to the bouquet

This bouquet has only two screens attached to it and there is only 1 player attached to one of the screens.
To find out which screen the players is attached to, click the screens and the player appear.

Player attached to the screen

Here we see a player attached to the screen and on the far right is the player’s heartbeat and more details.
Lets’ click on the player to see more information

Player Details

Here you can see the details of the player, to see more information – click on the more icon at the bottom

More Player Details

Mobile App (Xmobi) Overview

The mobile APP allows users to monitor and manage their players and network from tablets and smart phones.

Use your nfinityX login to the App

Please insure that your app has been setup by your nfinityX administrator.

Landing Page

This page shows the existing bouquets, the total number of players that are online and offline.
Other information that is shown on this landing page:

1. Bouquets Icon – to see all the existing bouquets
2. Network Structure Icon – to see available network structures
3. Landing Zone Icon – to see landing zones
4. Player information Icon – To see details about the selected player
5. Search Icon – for searching data
6. More Icon – to see more information on selected item

Remove Hardware

Right Click on the player and select “Remove Hardware” from the Options drop down.

A pop up appears warning you that you are about to remove the player hardware.
If you are sure about it, click “Remove”

Edit Meta Data

Right click on the player and select “Edit Metadata” from the pop up menu.

1. Player: Here are the meta data fields for your player
2. Date / Time Constraints
3. Permissions
4. Rights

Add New Hardware

Select the Add Hardware button

Input the

1. Player Name: The name of your player
2. Player MAC: The mac address of the player

Once you have filled in the fields click Save