Workflow Mode
Workflow modes determine how the location may be configured and how tickets are created and moved through the system. For more information on the specifics of these modes, reach out to your WaitWell representative.
Select the dropdown menu to choose from:
Service: Designed for workflows in which there are front desk agents who serve customers and/or facilitate appointments for other staff. This is the standard mode for WaitWell.
Healthcare: Designed for workflows in which users assign and serve tickets themselves instead of a receptionist or front desk. Commonly used by doctors in their examination rooms.
Event: Designed for admitting customers to concerts, conventions, trade shows, and other events in which attendance taking and ticket counting is prioritized over full service and customer information.
Retail: A legacy workflow mode for retail environments where customers need assistance across multiple departments or service areas. For example, a home improvement store could use this to queue customers for specialist staff across flooring, appliances, and paint departments.
Sign In/Out: Designed for fast check-in and check-out of visitors, contractors, or vendors at a front desk or security point. Staff create a ticket upon arrival, assign an available access badge, and check the visitor out when they leave which helps maintains a clear, real-time record of who is currently on-site.
Merge Queues
If the location has multiple queues, this setting will calculate and display queue positions and wait times of tickets as if they were all in a single queue instead of on a per-queue basis.
Wait List Stages
Choose between a one-stage or two-stage wait list. Useful in circumstances where there are two waiting areas that customers need to be alerted when to move between. In most cases, WaitWell recommends using one-stage wait list.
Stage Names
Customize the names of the three stages that active tickets move through.
Customer Movement Between Stages
If two-stage wait list is enabled, choose how tickets move from Stage One to Stage Two. The system can move a ticket from Stage One into Stage Two automatically when there is capacity in Stage Two, or you may choose to require staff to manually handle this. You may also enter the capacity for Stage Two here.
Skip Stage One if Space is Available
If two-stage wait list is enabled, and Stage Two is not at capacity, new tickets skip Stage One and are placed in directly into Stage Two. The Welcome communication template is also skipped, and the Move to Stage Two communication template sends immediately.
Include On Hold Times in Wait Estimates
The time tickets spend on hold factor in to the estimated wait time calculation. This may be useful if your queue or location frequently places tickets on hold.
Automatically Place Stage Two Customers on Hold
Tickets that have been in Stage Two for the specified number of minutes are automatically placed on hold.
Automatically Remove Customers on Hold
Tickets that have been in On Hold for the specified number of minutes are automatically placed on hold.
Automatically Remove Customers in Stage Two
Tickets that have been in Stage Two for the specified number of minutes are automatically removed from the queue.
Keep Staff Assigned
Tickets placed On Hold (Back in Queue) from Being Served remain assigned to the staff who moved the ticket
Pause Unserved Tickets
When a location or queue closes, the wait time of remaining active tickets pauses until the location or queue reopens.
Reset Queue Position of Ticket
Tickets placed back into Stage Two from Being Served or On Hold are placed at the back of the queue, bypassing their queue position and wait time priority.
Duplicate Phone Numbers & Email Addresses on Tickets
Choose whether to allow staff and/or customers to create multiple active tickets with identical phone numbers and/or email addresses. Any SMS replies will be sent to whichever ticket was created first. You may also choose to include an exact first name and last name to increase precision.
Multi-Customer Mode
Allow staff to be assigned multiple tickets at the same time and hold tickets assigned to them.
Party Size
Allow customers to add multiple people to tickets. This is useful for lounges or restaurants with tables of varying sizes.
Party Size Confirmation
Prompts the customer for their party size
Party Sizes Determine Queue Position
Customers see their queue position the sum total of party members on tickets ahead of them rather than the number of tickets in front of them
Create New Ticket for Each Party Member
The customer must enter a name for every party member and a unique ticket is then generated for each person.
Desk Assignments
Configure Desks
Create desks that appear in the Being Served stage that staff may be assigned to. This allows messages to the customer to direct them to specific desks at which to be served. To configure desks, select the Configure Desks button.
Self-Assign Mode
Allow agents to assign themselves to a desk.
Dispatch Mode
Allow admins and managers to assign other staff to desks and move tickets to desks
