Retail Queue

A single virtual queue across all branches and Cisco-based Contact Center (UCCX or UCCE).

Traditional queuing solutions allow you to print out a ticket for specific service requests and thereby structure the waiting zone. Our retail queue solution goes further than such legacy solutions providing a single virtual queue across all branches and Cisco Contact Center, allowing Customer Service Representatives (CSR's) to serve clients not only physically, but through Video Terminals using Cisco RemoteExpert.
So when branch A is very busy, and branch B has free CSR's, then CSR's from branch B can serve clients in branch A through voice or video call.

Architecture

In the schema provided, a customer presses a button at a client terminal, which then retrieves a ticket number from the queue server (a central server hosted by Expertflow). The device then prints out his ticket number. Customer service representatives/agents can then signal that they are available for the next customer via a web app. Once ready, the service then announces on an overhead display that ticket number 020 should go to counter number 02.

Customer agent interface

The customer agents can show their readiness for the next customer by pushing a button on a website (see screenshot below). In the future, it will (on request of the client) also be possible to accept new customers by doing either of the following three things:

  1. pushing a button on an Expertflow device

  2. pushing a button on their Cisco IP-Phone (programmed via IPPS or AXL)

  3. pushing a button in a UCCE-type CTI application (possibly with CRM integration), using Cisco’s Finesse API if the EF media routing module is used

Client terminal

When a customer arrives, he pushes the button, whereupon the device prints out his queue number. This is the simplest device and features only a button and a printer.

On request of the customer, the client terminal can be heavily customized. It is possible to add a card reader for customer authentication, a touchscreen for information input by the client or even a video camera if customers should be introduced with a videochat before queueing them. It is would be possible to add multiple queues if the client offers different services on different counters.

Overhead screen

When an agent announces his availability for a new customer, the server automatically checks which client is the next in the queue. The client queue number and the free counter are then displayed on a large overhead screen (called Expertflow reporting device), so the customer knows which counter he should visit. Additionally, estimated waiting times for new customers may be displayed.

The display can either be plugged into one of the client terminals or a low-cost standalone computer can be used to feed the display.

Additional features

Statistics and queue times are managed and consolidated centrally so that the director of customer operations can now at any time see how many clients are waiting on which service in the call center, or on which retail outlet.

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