Overview
The queue module displays is where staff manage customer tickets, which includes moving them between wait stages, assigning them to being served, placing them on hold, and adding or removing from the queue entirely.
The queue module also displays a location's desks (if configured) and the staff and customers currently occupying them.
This guide covers how to use the queue page for all users. Admins may visit here to learn how to configure queues and service types.
Access the Queue Module
Select Queue from the Left-Hand Navigation
Serving Tickets
Serve an In-Person or Phone Meeting Ticket
Select the Next Customer button at the top of the page to assign the next ticket to yourself. The customer will be notified to come to your desk (if the meeting type is in person) or to expect a phone call imminently (if the meeting is by phone)
When customer interaction is complete, select the customer then select Done or Done & Assign Next Customer button at the top of the page
Serve an Online Meeting Ticket
Select the Next Customer button at the top of the page to assign the next ticket to yourself.
Select the Meet Online button at the top of the page
Select the preferred meeting platform from the dropdown menu (Microsoft Teams, Google Meet, or Zoom)
Select the Join Meeting button. The customer will immediately be sent a link to also join the meeting. You may also copy the meeting link and code or select the Invite Others button if you wish for additional parties to join.
When customer interaction is complete, select the ticket on the queue page then select Done or Done & Assign Next Customer button at the top of the page
Create a Ticket on a Customer's Behalf
To create a ticket on behalf of a customer so they may join the queue:
Select the Add Customer button at the top left of the page
Populate necessary fields
Select the Add Customer button
Ticket Popup Menu
Selecting a ticket (by left-clicking or single tapping) on the queue page will open the ticket context menu. This section of the article details the functionality of each option.
Ticket Details
Selecting "Ticket Details" opens the ticket window, which contains four tabs:
Details Tab
View and edit all customer-provided data for the ticket including contact information, queue joined, service type selected, meet method, waivers/forms, uploaded files, and more.
Notes Tab
View, add, and remove notes for the ticket. Notes provide a way to append and unique ticket information.
Messaging Tab
View a date and timestamped log of the ticket's creation and movement through WaitWell stages, as well as communication messages
Tickets Tab
Quickly access previous tickets of a returning customer. This tab will be empty for new customers.
Assign to Me
Assigns the ticket to the staff member. This functionality is identical to the "Next Customer" button on the queue page.
Done
Marks a ticket as complete. This functionality is identical to the "Done" button on the queue page.
Remove a Ticket from the Queue
Note
Adds a sticky note that is visible on tickets on the queue page. This note is also stored in the Notes tab of the ticket window.
Hold (Keep Assigned)
Places a ticket currently being served on hold but remains assigned to the serving staff member. The staff member may assign themselves new tickets while the current ticket is on hold. This can be useful if a customer needs to go to their car to get missing documentation without having to re-join the queue when they return.
Hold (Back in Queue)
Places a ticket on hold, which maintains its queue priority until taken off hold. If the ticket is in Being Served, it will be placed back into the queue. When the customer returns, staff may select "Unhold" to place the ticket back in the queue.
Send Message
If two-way messaging is enabled, staff may send a custom SMS to the customer (assuming their ticket contains) a valid phone number.
Remove (No Show)
Removes closes the ticket as a no show.
Remove (Cancelled)
Removes and closes the ticket as cancelled by staff.
Remove (Custom)
Removes and closes the ticket as custom cancelled by staff.
Increase/Decrease Priority
Increases or decreases the priority of the ticket in the queue. Note that queue priority is not the same as queue position.
Waiver/Form
Allows staff to add a waiver or form to the selected ticket
Transfer
Opens the transfer window where staff may transfer a ticket to a different location/queue/service type.
Assign Yourself to a Desk
Select Select Desk at the top right of the page
Select the desk you wish to assign yourself to
Unassign Yourself from a Desk
Select Desk (You) at the top right of the page
Select Remove from Desk
Filter Queue Page
Show or hide specific queues and/or service types on the queue page:
Select Queue or Service Type at the top of the page
Select the queue and/or service type(s) you wish to see on the queue page, and do not select the ones you'd like hidden
Select OK
Advanced Queue Page Functions
The following queue page functions are available to Admins and Managers via the vertical ellipses at the top of the page (though Agents can be given permission to access these settings as well from Privacy & Securities
Send Alert to Customer
Send SMS to multiple tickets filterable by status and/or queue
Send Alert to Upcoming Appointments
Send SMS to multiple appointment tickets filterable by date and/or service type
Bulk Cancel Appointments
Cancel multiple appointment tickets (and send an optional SMS) filterable by date range and service type
Turn Queue Off/On
Do not allow new tickets to be created for specific queues Existing active tickets for disabled queues are not affected.
Cancel All Tickets
Cancel all active tickets at the location. Appointments for which tickets have not yet been placed in the queue are not affected.
