This module explains how to delete playlists from the broadcast calendar.
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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.
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
Uninstalling nfinityX™ from Ubuntu
Removing nfinityX™ from a server
Removing nfinityX™ packages from a server
To remove all the nfinityX software from a server enter the following command:
aptitude remove nfinityX-svr nfinityX-db nfinityX-env
Confirm package removal
The system will list the packages marked for removal, press y to continue.
Config Backup
The system will prompt you to backup the setting file, type y to back up the config files.
Backup settings files
You will be prompted to back up the existing database :
- Backup the settings files . ( Generally if you are upgrading the database you should choose yes. Setting files are backed up to the /tmp directory )
- Backup the database. ( this is done as a safety and the entire database is backup in the event of failure the database can be restored manually )
- Dropping the database should only be done in the event that you are wanting to have a fresh instillation or you want to remove it from the system
nfinityX™ Server Software Upgrade
Upgrade procedure for the nfinityX™ Software package
Check the source you can access the nfinityX™ apt repository
Using the aptitude search you should be able to search the repository for nfinityX™ software. If you do not see an output similar to the above you will need to check that the source list is installed and aptitude has been updated.
Aptitude update
The nfinityX™ environment packages adds new sources and an aptitude update is required. Run the following command to update the source lists:
aptitude update
Upgrade nfinityX™ Software Package
To upgrade the nfinityX™ Software package enter the following command:
aptitude install nfinityX-db
The will check the repository and display if the package can be updated. Press Y to continue with the upgrade.
Unsigned Software Warning
The system may warn you that the software is unsigned, type “yes” to continue. The package will then be downloaded and upgrades will commence.
Setting Backup
The system will prompt you to backup the setting file, type y to continue.
Website Setup
If the nfinityX software will be run as the main / primary website on the server press Y. If you want to run the nfinityX™ software from an alias ( http://myservername/X3/ ) press N.
Re-parse the system modules
You can force the system to re-parse the installed modules by pressing “y”. If you choose to re-parse the modules you must login to the web interface in order to invoke the rebuild process.
Upgrade Complete
Once the upgrade is complete you can continue using the nfinityX Software
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