Administrative Dashboard for Queue Management

Queue management is an essential part of efficient customer journey management, especially when customer demands, and behaviors are constantly changing and when customer journeys are becoming more complex and fragmented to please various customer preferences simultaneously. In the mid-20th century, the term ‘queue management’ first appeared, the main purpose of which was to reduce the actual waiting time for customers waiting in line at shops or restaurants, where the customer journey was much more straightforward and linear.

A Queue management systems vary in complexity, some can include simple paper tickets and a call-up display, whereas advanced ones can include appointment booking, self-service kiosks, and virtual queuing solutions altogether. As mentioned above, a queue management system can contain both software and hardware. Below are some examples of what components and functionalities a queue management system can include. Some of them can be used independently, but more sophisticated solutions combine the different modules to create a seamless omnichannel solution.

• Online appointment booking
• Virtual queuing via smartphone with Mobile Tickets
• Virtual waiting rooms
• Customized apps for staff to see arrival announcements, call-ups, and serve customers
• Automatic customer and staff notifications
• Real-time monitoring of operations
• Customer feedback surveys
• Business intelligence with extensive statistics and analyses