Traditional queuing solutions print out a ticket for specific service requests with anonymous queuing. Our retail queue solution goes beyond that and provides a single virtual queue across all branches and Cisco Contact Center, allowing Customer Service Representatives (CSR's) to serve clients not only physically, but also through Video Terminals, and to do personalized queuing based on the visitor's profile. The video example here shows how queuing is done by a virtual CSR, and customers are then served in a cubicle in the background or by in-person CSR's in a dedicated booth. Queuing can however also happen with traditional ticket printers or touchscreens.
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.
Retail Queuing uses in Cisco PCCE the UQ API of Socialminer, or Expertflow's Mediarouting for UCCX.