Explanation of words and terms in alphabetical order.
The term is used to describe the time in minutes that has elapsed from when a customer is called to a cashier until the same cashier calls a new customer or otherwise concludes the service time via the forwarding unit. The time is an excellent tool for staff planning and for determining whether or how to categorize customers into different categories.
The queue number is usually displayed with three digits but can also be supplemented with a letter in front to further differentiate customer categories. Of course, these queue numbers can also be divided into different number series, but since the letter already distinguishes the groups from each other, it means that you can use up to 999 numbers in each category without it becoming unclear.
Diodes are the small lights that make up each digit in a display. The lights can be ordered in different colors depending on the interior, visibility, sunlight in the premises, or other preferences.
Unlike a regular queue system, no queue tickets are used in a single-queue system. As the name suggests, customers line up in a single queue and are then directed to the next available cashier or counter when the staff at that workstation calls for a customer. For a more detailed description, see Single-Queue Syste.
Forwarding unit (NQ-panel, Win-panel, Web-panel)
The unit used by staff to call the next customer forward. The forwarding unit can be a physical panel with buttons and displays on a desk, a mobile handheld device such as an iPad or Android device, or software managed on the cash terminal through a mouse and keyboard. It controls how customer handling proceeds. Depending on the type of unit, you can see the number of people in line in different customer categories, how long customers have been waiting, the prioritization used, and much more. For a more detailed description of the various types of forwarding units we provide, see Forwarding Units.
Maindisplay (Customer display)
Display that shows the current queue number for one or more customer categories with or without reference to a workstation. All displays installed in the customer area that are not located at a specific workstation are referred to as main displays. Even TVs or screens displaying queue numbers function as main displays. Examples of main displays can be found under the heading Main Displays, and a description of customer TV and digital signage is available in the section Customer TV
Counter display (workstation display)
Display som visar aktuellt könummer för en specifik arbetsplats och som sitter i anslutning till platsen för att tydligt leda kunden rätt. Den kan lysa konstant om lokalen i fråga bara har kassadisplayer eller blinka ett tag för att komplettera en huvuddisplay som lyser konstant. Oftast monteras kassadisplayen tillsammans med ett kassanummer (klistersiffra nummer tre vid kassa tre t.ex.) som huvuddisplayen kan hänvisa till. Exempel på kassadisplayer finns under rubriken Kassadisplayer.
Customer category (customer group, service type, default, queue type, queue category)
Customer category is our designation for the customers you want to place in a specific group in the queue system. Sometimes it is necessary to divide customers into different groups to manage the queue situation as efficiently as possible. The classification can be based on the urgency of the matter, the time it takes to serve, or the various competencies of the staff. Additionally, there may be a desire to prioritize certain customers who carry more weight from a business perspective. There is also the possibility to control so that certain categories only function during specific times of the day.
See "Queue ticket".
Queue number (turn number)
Queue number" is the number a customer receives on a small ticket when pressing a number machine at an office or service facility. One can also receive a queue number via SMS or on certain websites, for example. The number represents a position in a sequence or order.
Queue system (Customer Flow Managment, Queue Ticket System, Turn Number System)
Beskrivs av oss som en grupp av elektroniska enheter som tillsammans ser till att organisera ett kundflöde på ett hanterbart sätt. Kösystemet hjälper till att placera era kunder i demokratisk ordning och underlättar därmed för er personal.
Longest waiting (LW, waiting time)
Longest waiting is our designation for the time in minutes that the next customer in line has been waiting. Displays showing this time are actively used in our queue systems for staff planning and monitoring the queue situation. The displayed time is the actual waiting time and not an estimated approximation. This means that the display continuously updates to show the waiting time for the next customer as soon as the current customer is called forward.
When using multiple customer categories, you typically divide the different queue numbers into number series to avoid the same number being displayed in multiple customer categories simultaneously. For example, you can use numbers 001-499 for the category 'Checkout' while 'Customer Service' uses numbers 500-999. Naturally, the queue system can automatically reset overnight, so that the customer categories start at their respective starting numbers each morning.
Ticket dispenser (customer terminal, ticket machine, queue ticket printer, queue column, kiosk)
One of the main components and the part that most of us associate with a queue system. As a customer, you often start by looking for a number machine so that you can monitor your place in the queue without actually having to physically stand in line. Depending on the requirements, the machine can be equipped with different numbers of customer categories in the form of buttons or on a touch screen, for example. See the section on Number Machines for our complete range.
Queue ticket (queue ticket, turn number ticket,)
The paper slip produced by the number machine that helps the customer keep track of their place in the queue. The slip always prints the queue number, time, and date, but with additional optional text, it also serves as a messenger for advertising and other information. Order here.
As the name suggests, this denotes a display primarily meant to assist the staff. Staff displays, for instance, can show the number of customers in the queue for different customer categories and/or how long they have been waiting.
In addition to directing to a workstation number, a main display can also show an arrow to the right or left if it further clarifies the reference.
Work placereference (location reference)
The term describes a referencing function in a main display or Customer TV. Along with a queue number, the number of the calling workstation can also be displayed, helping your customers find the current location. For example, when someone at workstation three calls a customer, the main display shows the customer's queue number along with a reference to workstation number three.
In order to refer customers to a specific workstation, the place needs to have a number. This can be arranged with an adhesive digit next to the cashier display or on the furniture, for example. One can also use a permanently lit workstation number in the cashier display, TOK.
Almost all queue systems can be programmed so that the forwarding order is managed according to a predetermined pattern. Usually, the staff themselves decide the order and quantity in which different customer categories are to be handled, but as an alternative, you can incorporate prioritizations into the queue system. This could mean, for example, that urgent matters are always handled before less urgent ones or that more time-consuming matters are prioritized lower. You can also instruct the queue system to forward customers in the same order they took a queue ticket, regardless of customer category. Another option is to control the system to forward a certain number of customers in each category in a cyclic schedule (e.g., two checkout customers, two customer service customers, two checkout customers, two customer service customers, etc.).
Case code (Iissue code, catogory code)
Sometimes, one may want to categorize customers in more detail for statistical and staff planning purposes, and just dividing them into different customer categories in the queue system may not be sufficient. It can also be challenging for customers to self-categorize due to internal terms within an industry, for example. The solution is for the staff to categorize customers according to predetermined case codes. These codes are entered by the staff when the case is completed, and the function can be mandatory to proceed to the next customer or any optional parameter. This way, reliable statistics on different parts of the operations (such as loans, credits, currency, card transactions, advice, etc.) can be obtained.
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