Orchestra 7.4 User Guide

User Guide Orchestra 7.4 213.01B

Copyright notice

The information in this document is subject to change without prior notice and does not represent a commitment on the part of Q-MATIC AB. All efforts have been made to ensure the accuracy of this manual, but Q-MATIC AB can not assume any responsibility for any errors and their consequences. This manual is copyrighted and all rights are reserved. Q-MATIC and Qmatic are registered trademarks or trademarks of Q-MATIC AB. Reproduction of any part of this manual, in any form, is not allowed, unless written permission is given by Q-MATIC AB.

1. What’s New

This section describes what is new in this manual since the latest original release of a Qmatic Orchestra upgrade. Version Chapter Change 01.A 01.B Reception Remove the chapter about Reception

2. Introduction

Welcome!

Welcome to Qmatic Orchestra, a collection of high quality tools designed to pro- vide you with an optimized Customer Journey Management solution. Orchestra is an extremely flexible application built upon an integrated Internet ar- chitecture. This User's Guide covers the features and functionality of a basic sys- tem not adapted for any specific customer or market segment. Your system may differ in setup and/or options from those presented within this guide. If you have any questions, please contact your Qmatic Representative.

Key components of Orchestra

Key components of Orchestra include:

Modular Customer Journey Management system
Connectivity through standardized connectors (web services) using standard

common known technology

Usability improved workstations are included (counter and reception)
Easy access to all valuable Customer Journey Management information
Clients are zero footprint installation, only a web browser is required
Centralized user management – Manage all user access, authentication and

privileges across a multi-branch network from a central administration point.

Central data management – All transaction data from across the entire branch

network is stored within a central database.

Central branch configuration – Set up the branch configuration and hierarchy

from a central location.

Accessibility

Our staff applications should be accessible for everyone, including people with disabilities using screen readers, zoom and keyboard only. Currently, work has been done for Concierge and Counter to meet WCAG 2.1 (Web Content Accessibility Guidelines). The applications should follow standard accessibility behavior and can be used without any prior knowledge. Please see the user guide for each application to learn more about special accessibility features:

Counter: “Accessibility” on page 2
Concierge:“Accessibility features” on page 77

3. Getting Started

Introduction

Qmatic Orchestra and the Orchestra database are installed as one central instal- lation at the head office. The branches are installed with hardware such as ticket printers and displays.

The journey of a visit

The point where a customer enters the system and is assigned to a queue is called an entry point. This can be a manned reception, or a kiosk. It can also be done through a mobile entry point. The customer is then assigned a visit number. This can be communicated to the customer through a physical ticket, a virtual ticket or SMS. It is also possible to just show the visit number on the kiosk display and the customer has to remember it or write it down. The customer is guided through the customer journey by presentation points, that

present information about where to go next. These presentation points may be in the form of displays, voice units and so on. The customer is then served at a service point, such as a counter. Different counters may have different properties making them capable of serving certain services. For example, some counters at a bank may handle cash services, while others do not. The call and serve procedures, described below, include issuing tickets to a cus- tomer, calling the customer for service, working with the visit, and completing the

transaction.

Customer Journey Management Terminology

Below you can find a description of the most common terms used in this manual. Table 1: Customer Journey Management Terminology Term Description Appointment An agreed intention to a visit. Branch An office or department carrying out one or more services in a geographical location. Calling rule A set of rules that decide from which queue the next customer should be called.

Customer A customer is a person visiting a branch. Getting Started Table 1: Customer Journey Management Terminology Customer Journey Manage- The setup of services, and queues, calling ment rules and segmentation rules. Delivered service A kind of mark about what service that the cus- tomer got. Display Generic display that can change view, e.g.

LED or monitor display. Drop-in visit A visit that has not been booked. The opposite of an appointment visit. Also called walk-in visit. Entry point The point in the system where the visit starts and the customer is assigned to a queue. Can be a kiosk (ticket printer), a reception etc. Information display A LED or a graphical display that shows sys-

tem information. Mark A user-defined value that can be added to a service transaction. See Outcome and Delivered service. Main display A LED or a graphical display in the waiting area that shows the Ticket Id that is called, the service point that is calling and the position of the service point.

Outcome A mark object that can be added to a service or a delivered service to specify the result of the transaction. Positional display Display above a service point. Presentation point A unit that can display information, for example main displays and positional displays. Queue A grouping of customers from where they are called to be served.

Service A service is what our client delivers. A task per- formed by the company for the customer. Table 1: Customer Journey Management Terminology Service point A unit or terminal (software, hardware or appli- cation) where the staff member is handling the requested service for the customer during the visit. Can be Counter (a web application), a KT (a hardware terminal) or Connect (a mobile

application). Ticket Most commonly a physical note with a queue number. May also be virtual, if Mobile Ticket is used. Visit Id The unique reference number for the visit. Visit The part of the customer journey that starts when the customer takes a ticket and is assigned to a queue, and ends when the last

transaction is ended. Appointments turn into visits upon arrival. Work profile A work profile calls customers from a specified number of queues with some kind of priority.

Opening Qmatic Orchestra

Open Qmatic Orchestra by selecting the bookmark for it in your web browser. The web address to Qmatic Orchestra should be sent to all users by the administrator.

Login

Qmatic Orchestra requires a user login and password to gain access. The user- name is always case insensitive and the password is always case sensitive. Getting Started Enter a Username and Password and then click the Log in button. Depending on how the system is configured, new users may be prompted to change their passwords on the first log in, or after the password has been changed by an administrator: Type Old password, New password, and Repeat new password, then click Change

password. If you want to change your password without being prompted about it, enter the fol- lowing url, in your browser: <Orchestra ip or domain name>:<Orchestra port>/changePassword.jsp Getting Started

Selecting application

Depending on system settings, there can be a user group that makes the users of that group having to select an application after log in. In that case, the first page of the system is the home page where the selection of application is done. Here is an example of what the home page may look like: In this way, a user can easily activate the appropriate features of the system for the work at hand. The Orchestra home page can always be reached by clicking the Home icon, , or the Qmatic logotype.

The features available to the user depend on the assigned user roles. A Counter user has access to the counter features and may or may not have access to other features. A Reception user has access to the Reception features and may or may not have access to other features.

Profile settings

Once logged in, and depending on the role, a user must select a branch, a counter and a profile to work with before he or she can call the first customer. This is the settings window for the Counter user: When the user works in one branch only, no branch choice is given in the window, likewise when the user has access to only one counter and/or one profile. Select the wanted alternatives from the lists and click Apply settings. Getting Started If the selected counter is already in use, you will be notified about that:

Note: that your system may be configured in a way that makes it possible for two users to use the same counter. If you are not sure, please check this with your System Administrator. This is the settings window for the Reception User Role: When the Receptionist works in one branch only, no branch choice is given in the window, likewise when the Receptionist has access to only one Entry Point. Timeout In the Reception, if you have been inactive for 30 minutes (with a 1 minute grace

period where you will, via a popup window, get the chance to cancel the timeout and keep working), you will be logged out.

5. Counter

Introduction

This guide presents the standard procedures and features in the Counter application. Counter is an easy-to-use browser application for calling customers. With Counter, you can do the following: Call visits Remove visits Create and remove customers Edit customers

Cherry-pick visits to serve Transfer visits Walk direct Your system and user role configurations may differ from those presented in this user’s guide.

Getting started with Counter

Go to http:<orchestra-ip>:<port> or click the Orchestra bookmark in your web

browser

Click the Counter icon on the Orchestra home page.

A settings window is displayed: Counter Select branch, counter and profile, and click Apply settings. It is strongly recommended that the same user should not be logged in to the same counter from two different browsers, at the same time. The landing page will be displayed: If the counter is closed, you will see this window: Your counter terminal may look different, depending on how your system is

configured.

View queue information

In the right area of the Counter start page, you can monitor the queue information. Depending on how your system is configured, you can toggle between My Queues and All Queues. Counter At the top, you can find the visits that have been transferred to your staff pool as well as the counter pool. Click the sorting buttons to sort the list according to Queue name, customers, or Wait time.

Note: that the waiting time displayed here comes from the first visit in the queue and not the maximum wait time of all visits in the queue. Click on a queue to expand it and see all the visits in the queue. You will also see if there is a note attached to the visit. Hover over the note icon to see the note. By clicking on a specific visit, it is possible to do the following:

Call the visit, by clicking Call customer.
Transfer the visit, by clicking Transfer. Se also “Transferring a visit” on page 30
Send a link to a virtual ticket by clicking SMS ticket. See also “Send SMS for

ongoing visit” on page 33.

Remove a visit, by clicking Remove.

Call a customer

There are three ways to call a customer for service:

Click Call next . This calls the next customer according to the work pro-

file. See “Call the next visit” on page 16

Click Walk in . This calls a customer that has not taken a ticket. See “Call-

ing a customer without a ticket - Walk direct” on page 17.

Call a customer out of queue order. This can be done either by clicking on a

queue and select a ticket number to call, or you can select a ticket number from your pool to call. See “Calling a customer out of queue order” on page 18.

Call the next visit

Click Call next to call the next waiting visit according to your work profile. This also closes the ongoing visit. If you have Store next enabled, this means that the next customer in line, accord- ing to your work profile, will be called automatically. If there is no one waiting to be served at the moment, with Store next enabled, you will see the following message: If there are waiting customers in your queue and if your service point has been set up as Confirm needed in the Business Configuration of your branch (see the Ad-

ministrator’s Guide for more information), the following message will appear: Counter If you click Yes, you can proceed with working with the transaction. Should you in- stead click No, the following message will appear, giving you the choice to recall, recycle, or call the next customer. Clicking Cancel here would imply that the cus- tomer did not show up. If you click Go Back, you will be asked again whether or not the customer has arrived: To see the options you have once a customer is called, please see “Working with

the called visit - the visit card” on page 20.

Calling a customer without a ticket - Walk direct

A typical scenario to use the Walk direct feature is when no one is waiting in line and a customer approaches a counter without first taking a ticket. A customer without a ticket can be registered Walk direct feature. The Walk in fea- ture lets you place a virtual ticket into the service queue of your choice. The ticket is called immediately following the selection of the service. To call a customer without a ticket:

Click the Walk direct icon .

The list of available services is displayed and it is also possible to search for a service: If your system is configured so that a default Walk in service is set, this page is bypassed and a visit with the default service will automatically be started instead.

Select a service. The visit is tied to this service allowing the system to record the

transaction. The visit is called and the counter page is displayed. This visit is only created within the system, no ticket will be printed

Handle this visit in the same way as you would with any other visit.

For more information, see “Working with the called visit - the visit card” on page 20.

Calling a customer out of queue order

In certain situations, you may want to call customers, even if it is not their turn. This can be done regardless of how your work profile is set up. It is done in the following way:

In the queue area, expand the wanted queue.

You will see all the visits in the queue: Counter

Click the visit number that you want to call, select the Call customer action:

Handle the visit as you would handle any other visit, see “Working with the called visit - the visit card” on page 20. You can also pick a ticket from your pool to call. For more information about pools, see “Pools” on page 33.

Working with the called visit - the visit card

The visit card contains the following information:

Customer name – and a plus sign if several customers are linked to the visit.
Visit number – for example A001.
Service name – the name of the service that this visit applies to.
Context Marketing – if the Context Marketing icon is shown, this means

that there is an available Context Marketing message. An example of a Context Marketing message is: Counter

Waiting time – the time the customer has waited, before he/she was called.
Service transaction time: the transaction time for the current service. This is

only displayed if you select a service to serve from the visit card.

Total transaction time – the total time since the transaction started. Here,

your system may also be configured to show the expected transaction time in parenthesis.

Notes – the notes for the visit, if available. You can also add notes here. See

“Adding and editing notes for an ongoing visit” on page 23. In the visit card, you can do the following things:

Click Add customer to add a customer or edit the customer information.

See “Adding a customer and edit customer information” on page 23.

Click Add service to visit to add another service or turn the visit into a

multi-service visit. It is also possible to delete services here. See “Adding/edit- ing services” on page 26. Only the Next service will be shown, but if several are added, it is possible to expand the list of services to see them all.

Click Show services to show additional services connected to the visit. It is

also possible to select a service to serve here. For more information, see “Show services and select a service to serve” on page 27.

Click Add delivered service to add a delivered service. For more informa-

tion, see “Adding a delivered service” on page 27.

Click Add marks to add marks. For more information, see “Adding marks”

on page 29.

Click Add outcome to add an outcome. For more information, see “Adding

outcomes” on page 29.

Click the notes area to add or edit notes.
Click Recall to call the visit again, see “Recalling a visit” on page 30.
Click Recycle to recycle the visit, see “Recycling a visit” on page 30.
Click Transfer to transfer the visit, see “Transferring a visit” on page 30.
Click Park to park the visit, see “Parking an ongoing visit” on page 33.
Click Send SMS to send an SMS with a link to a virtual ticket.
Click Start Meeting to start/join Microsoft Teams meeting.
Click No show to set the visit as No show, see “Setting a visit as No show”

on page 33.

Click Wrap-up to wrap up the visit, see “Wrapping up the visit” on

page 34.

Click Finish to finish the visit, see “The Finish button” on page 34

Counter Adding and editing notes for an ongoing visit Notes may already have been added when the visit was created. If so, they will be visible on the visit card. To edit or add more notes, click the Notes icon. The maximum number of characters for a note is 255. Notes are automatically saved. Notes are only valid for as long as the visit is open. All notes are deleted when the visit is closed. Adding a customer and edit customer information

By linking a customer name to a visit after the visit has been called, the coming transactions, if any, will see the name of the customer with that visit number. Link an existing customer

In the visit card, click the Add customer icon, .
In the Link existing customer field, start entering a name in the Search field. The

search begins when two characters have been entered. The search feature is not case sensitive, nor does it require a complete entry to successfully run a search.

A customer list is displayed; up to a maximum of 100 names.
Click the customer name to select the customer.
Click Save & Add to link the customer to the visit.

To change an erroneously linked name, simply link another name. Add new customer

Click the Add customer icon, , on the visit card.
Fill in the customer details:

First name - required
Last name - required
Email address
Phone number
Date of birth

Click Save & Add to add the customer to the visit.

Edit customer information

Click the name of the customer, on the visit card, next to the visit number.

The Edit customer window will be displayed: Counter

Edit the customer details. When done, click Update info.

Adding/editing services Depending on how your system is set up, it may be possible to add services to an ongoing visit, turning it into a multi-service visit. This is done by clicking on the Add service icon, , on the visit card. The Add service window is displayed: Here, you can select a service from the drop-down list. Unserved services will be listed and it is also possible to delete them from the list. When a multi-service transaction is finished, you will be asked to confirm that the customer has more services to visit:

Counter Show services and select a service to serve By clicking the Show services button, you can see which services are connected to the visit: Click Serve to select a service to serve. This action will end the current service which means that if a delivered service/outcome is required, you have to add that first. A message confirming which service you are currently serving will be displayed.

Adding a delivered service If a delivered service has been connected to this service, it must be added, be- fore it is possible to end the transaction. Note that you can only add a delivered service when a ticket has been called.

Click the Add delivered service icon, . The Add delivered services window

is displayed: Here, you can search for a delivered service to add. If there is an outcome con- nected to the delivered service, you can select that here too. The time that the delivered service was added will be shown in the Time col- umn. It is also possible to delete delivered services. Counter Adding marks

Depending on how your system is set up, it may be possible, or even mandatory, for you to add marks to the ongoing visit. This is done by clicking the Add marks icon . The following window is displayed: Select the wanted mark type, select a mark, and enter the number of marks to add (max 10). Then click Add mark to visit. The entered marks will be listed in the Add marks window. It is possible to remove marks, see the name of it, as well as what time it was added. Adding outcomes

If an outcome has been connected to this service, it must be added, before it is possible to end the transaction. Note that you can only add an outcome when a ticket has been called. In most cas- es you also have to add a delivered service.

On the visit card, click the Add outcome icon, , if this is an outcome

connected directly to the service. If not, follow the procedure described in “Adding a delivered service” on page 27.

Select an outcome from the drop-down list:
The wanted outcome is attached to the ongoing visit.
Add additional outcomes as needed.

Recalling a visit If a customer does not respond to the initial call for service, the Recall feature al- lows you to call that visit a second time or more. Click the Recall icon to re-an- nounce the most current visit on the displays and through the audio and/or video units available in your system. This option only operates for the most recent trans- action and for a visit that has not yet been closed. The transaction time is not reset to zero when a visit is recalled. Recycling a visit

If a customer does not respond to the initial call for service, or for any other reason you want the customer to be called again later, the Recycle icon allows you to put that visit back into the queue at the first position. The visit can, however, not be called until a certain time has passed. Default delay time is 60 seconds, but it can be changed in system settings. It is only possible to recycle a visit a certain number of times (default three times). Transferring a visit

Use the Transfer feature to transfer a visit between queues, staff members or counters. Counter When transferring to a staff member or a counter, the visit will end up in their pool. For more information about pools, see “Pools” on page 33. This feature is useful when multiple employees need to serve the same customer, or when a customer for example needs to fill in a form before being served again. It is also possible to transfer a visit without calling it first, by expanding a queue,

selecting the wanted visit and then clicking on the Transfer icon.

Click the Transfer icon in the visit card, or click on the visit in the queue view.

Decide if you want to transfer to a queue, a staff member, or a counter pool:

Select a queue, counter or staff member to transfer the visit to. For queues,

select if you want to transfer the visit first in line, last in line, based on visit lifetime or with a delay. If you press Transfer with delay, you can either select one of the default options presented, or enter any number of minutes in the input field: Counter

Pools

Pools are similar to queues, but are used when customers need to be put on hold or parked aside the predefined customer journey. You may need to let a customer for example fill in a form and meanwhile continue serving the next customer. There is one counter pool connected to each counter. Visits can not be created directly in a certain pool, instead the customer must be transferred to the staff pool or counter pool. The customer can later be called automatically from a pool and customers in a pool that does not have a certain order.

Pools may be connected to a certain work profile. Parking an ongoing visit If you click the Park icon, during an ongoing visit, the current visit will be sent to your staff pool. Send SMS for ongoing visit Sometimes, the customer may want to follow their visit online and thereby be able to wait elsewhere. There are two places where you can send an SMS:

For a visit that has not been called yet, locate the visit in the queue view, click

on it, and then select the option SMS ticket.

For a called visit, you can select the option Send SMS in the visit card.

.Enter the customer’s phone number and click Send. The customer will receive an SMS with a link to their virtual ticket (in Mobile Ticket application) where they can see their position in the queue etc. Setting a visit as No show If a customer is called for service and does not show up, you can recall the visit by clicking the button for it, see “Recalling a visit” on page 30. If still no customer ap- pears, you can record the visit as a no show. The system then records no shows in the statistics, allowing management to track missed visits with the completed

transactions. To record a visit as a no show, simply click the No show icon. The visit is saved in the statistics and closed. Wrapping up the visit Depending on how your system is set up, you may have the option to wrap-up the visit. This may be useful for example if you need to finish some paper work, after the customer has left and before the next customer is called. Click the Wrap-up button. The following window will be displayed:

There is a timer showing how much time has been spent on the wrap-up. When done, click Finish.

Finishing the transaction

A transaction is finished by:

Clicking the Call next icon
Clicking the Finish icon
Clicking the Close counter icon
Transferring the visit to another queue or pool for additional service.
Parking the visit, thus transferring it to your staff pool.

When it is mandatory to assign an outcome or delivered service to a visit, it is not possible to complete a transaction unless a an outcome and/or delivered service is assigned. The Finish button The Finish icon ends the transaction of the customer that you are currently serving but keeps the counter open. Counter Closing the counter

The Close counter feature ends the transaction of the customer that you are cur- rently serving and closes your counter session.

Accessibility features

To make Counter accessible to people with disabilities, efforts have been made to make Counter meet the standards of WCAG 2.1. This section presents some accessibility features that could need some extra attention. Tabbing and shortcuts

You can use the tab key to move between different objects. Use tab to

move to the next object and shift+tab to move to the previous object.

Use the arrow keys to move between different list items within an object.
In the header, there is a possibility to use a tabbing short-cut to get directly to

the content. On the start page, just press tab, and then enter to go directly to that object. a) First short-cut links to Visit card b) Second short-cut links to Action panel Prevent pop-up messages from disappearing In Counter, there are several messages that appear as so called toasts. They can be either error messages (red) or success messages (green). To make sure everyone has time to read the toasts, they have an auto close functionality that can

be turned on or off:

Uncheck the auto close check box (default) to make the toast remain until you

click the x to remove it. Maximum number of open toasts is 3.

Check the auto close check box to make the toasts disappear automatically

after 5 seconds. The auto close setting is saved in a browser cookie.

6. Calendar

Introduction

This guide presents the standard procedures and features in the Calendar appli- cation. With the Calendar application, you can manage your appointments and get an overview of what appointments are booked and which time slots are available. Calendar has the following features: Create appointments Edit and remove appointments Arrive appointments

Create customers Edit customers View available resources Your system and user role configurations may differ from those presented in this User’s Guide.

Getting started with Calendar

To manage your appointments, open the Calendar application from the Home page in Orchestra. The calendar view shows, in a Day or Week view, planned appointments for a se- lected Resource, Resource Group and Service for a certain branch. This gives the user an overview of what is planned and still available. You toggle between the Day and Week view, using the buttons in the upper right corner of the window. Calendar

The Week view can be used as an appointment planner, where it is possible to see the overall workload. The Day view shows the appointments for only one day at a time. By default, the current date is selected, when the Calendar is opened. However, you can select any date or period to view the appointments for it. You can always use the Today button to jump back to the current date. For descriptions on how to book and edit appointments, see the instructions below.

Book an appointment

Another way to book appointments is by using the Appointment Booking application. Please note that calendar booking business rules, such as Week Schedules, Resource availability, bookable days, booking threshold percentages etc. specified in the Calendar Administration are only enforced for Appointment bookings made through the Orchestra Calendar Public API. The Orchestra Calendar view does not enforce any of these rules. Being an application meant to be used by internal staff, appointments of any duration and time of day can be

made, as well as creating an appointment for an already occupied Resource. Appointments cannot be created or updated to start in the past in the local time of the selected branch. Calendar To create a booking, drag the wanted Service, from the list of Services to the left, onto the wanted start time in either the Day or the Week view in the Orchestra Calendar. This way, the appointment duration and Service is automatically set. The following window is opened:

In this window, select the wanted From and To times, either by entering the times directly in the fields (in HH:MM format), or by clicking on the clock icon, , then entering the correct time, using the up and down arrows: Check the Blocking check box, if you want this to be an Appointment that blocks a Resource, so that other Appointments can not be booked for this Resource, for this specific period in time. It is not possible to add a Service or a customer to a Blocking Appointment. For more information, see “Block a resource” on page 43.

Next, select the wanted Service(s) (if you want another one than the one you dragged and dropped, or if you want several Services) and Resource. Add one or several customers, by searching for him/her in the customer database, as in the picture below: You can, of course, also create a new customer, by clicking on the +New button. The following window is displayed: Here, you can enter applicable information about the customer, such as First Name, Last Name, Account Number and Address.

It is also possible to add Title and a Note to the Appointment. Finally, click Save changes and the appointment is saved. If you, instead, want to edit an appointment, click on its box, either in the Day view, or in the Month view. The same window as above will be opened, with one exception: it is possible to Delete the appointment, by clicking on the Delete button, . Calendar It is also possible to change the duration of an appointment, by clicking on the

double lines at the bottom of the appointment box, as seen in the picture below, and simply making the appointment box larger or smaller. To move an appointment, either drag-and-drop its box to the wanted day and time in the calendar, or click on it to edit it, then change the date/time and save the changes. To change the date of an appointment, we recommend that you use drag-and- drop, in the Week view. This way you have a better overview.

Block a resource

Sometimes one may wish to make it impossible to book Appointments on a certain Resource over a period of time. A staff member, bookable as a Resource, may for example be on a planned vacation between two known dates, or a meeting room could be closed for renovation for a few weeks. Therefore, in the Calendar application, a given Resource can be made unavailable for bookings through the Public API, over a period of time spanning over multiple days. To create a blocking Appointment, do the following:

Select your wanted branch and find the day/time that you want the Resource

Block to start.

Click the wanted day and time in the Calendar and the Edit Appointment record

window will open. Now, you can adjust both the start and end date and time to span several days/weeks/months.

Mark the Blocking check box.
Select the applicable Resource.
Click the Save button.

The GUI should now have been updated with an Appointment stretching from your specified start/end date and time. It is possible to move this Appointment or update the date and time, if necessary. It is not possible to add a Service or a customer to a Blocking Appointment. This Resource will now be excluded for all date and time availability queries, during the affected period and no Appointments that would overlap the block can be created over the Public API. It will still be possible to book Appoint- ments for this Resource, even during the blocked period, using the Calendar

application - these Appointments will simply be handled as double-bookings just as with normal Appointments for a given Resource. The Blocking Appointment will not be synchronised with other Orchestra Appointments.

Appointment Reception

To access Appointment reception, open the Appointment reception application in the Orchestra Home page. The Reception view gives the reception staff member a list overview of the visitors that have/will arrive for their appointment. Here you can arrive appointments. For more information, see “Set an appointment to arrived” on page 46 Below the different columns are explained. Calendar Status

The status of the appointment. Can be Arrived or Created: Other information that can be displayed about each appointment is:

Title - the appointment title
Start time - the starting time of the appointment.
End time - the time the appointment ends.
Customer - the name of the customer(s).
Resource - the name of the applicable Resource.
Booking Ref - the booking reference of the appointment
Service(s) - the name of the services
Identity - card number of the customer
DOB - date of birth of the customer

It is possible to customize the information that is displayed, by clicking on the Column Settings button, , in the upper right corner. This will open up the Columns window, where you can select the wanted columns: It is also possible to change the Time Settings of the Reception Calendar, by clicking on the Time Settings button, , in the upper right area of the window. The Time Settings window will be opened: Here, you can decide whether or not only the appointments for the current day should be shown. If not, you can enter how many hours in advance to be shown.

It is not possible to see appointments for the next, or coming day(s). These can only be shown in the Calendar client. Set an appointment to arrived To set an appointment to arrived, simply click on the Arrive button, in the Arrive column. The following window, where you can see and update the details of the specific appointment, will be opened: When you click on the OK button, the appointment will be set to ARRIVED and marked with red, as in the Status picture above.

7. Concierge

Introduction

This guide presents the standard procedures and features in Concierge. With Concierge, you are able to provide more personalized and better service in meet and greet situations. Concierge can be used both as a webapp in desktop browsers, or as a native app on tablets. On occasions they differ, that is described in the guide. With Concierge, you can do the following: Create and remove visits Create appointments

Edit and remove appointments Arrive appointments Create customers Edit customers Cherry-pick visits to serve Transfer visits

Quick serve

What functionality you have in Concierge often depend on the system configuration. In this guide we will go through all available features. If there is a feature that you don’t have access to, but you think you should, please contact your system administrator. Concierge

Getting started with Concierge

Get started on a desktop

To get started with Concierge in a desktop browser, please follow these steps:

Go to http:<orchestra-ip>:<port>
Click the Concierge icon on the Orchestra home page.

Get started on a tablet

To get started with the Concierge on a tablet, please follow these steps:

Open the Concierge Agent app on your tablet and enter your system settings:

The following settings should be entered:

Server IP/Hostname
Port
Whether or not to use SSL

Instead of entering your settings, you can also scan a QR code containing your settings, by clicking the Scan settings icon, . Also, you can share your settings (for example to a colleague or your department), by clicking the Share settings icon, .

There is also a hidden setting – whether or not to enable logs. It is dis-

played by long pressing the Concierge heading. By default this is disabled. If you have enabled this, you can press and hold the Enable logs setting, then send the logs, for example via email, as shown in the pictures below: Enabling logs may reduce app performance. When done, click Connect and you are now ready to start using Concierge. Concierge

Log in

After entering the system settings, you will see the user settings page. If you log in on a mobile device and the system is setup with SAML, you will be directed to the SAML login page. Enter username and password. When done, click Log in. If SAML is enabled, you can only log in with SAML users. Orchestra Superadmin will for example not work. Then select branch and service point. Check the check box if you want this to be your default setting. When done, press Apply Settings.

If you only have one service point configured in your system, this will be preselected. Also note that it is possible for several users to use the same service point.

Start page

On the start page of Concierge, you will find the following main choices:

Top bar - see “Top bar” on page 52.
Queue view - see “View queue information and edit visits” on page 54.
Quick serve - see “Quick serve” on page 60.
Create appointment - see “Creating an appointment” on page 61.
Arrive appointment - see “Arriving an appointment” on page 69.
Edit appointment - see “Rescheduling or canceling an appointment” on

page 67

Create visit - see “Creating a visit” on page 73.

Top bar

In the top bar of the start page, you have a few options, described below. Log out To log out from Concierge, press the Log out icon. You will be automatically logged out due to the following:

Nightly reset - initiated by Orchestra.
Publish - initiated by Orchestra.
Auto close - configured in the system.

Return to Orchestra home page To return to the Orchestra home page, press the Home button. This icon is only visible in desktop mode. Concierge

Change branch or service point

To change which branch or service point you are working from, press Edit.

View the online help

To view the online help, press the Help icon.This icon is only visible in desktop mode.

View queue information and edit visits

On the start page, you can see the queue view. The queue view shows information about the different queues. For every queue, you can see:

Customers – the number of customers waiting
Wait time – the longest time someone in the queue has waited. You can also

see an indication if the queue is close to passing Service Level Agreement (yellow icon) or has already passed it (red icon).

Estimated waiting time – the estimated waiting time in intervals of 5 minutes

You can sort the queues by queue name, number of customers, or wait time. Concierge Click on a queue to see all visits in that queue. You will also see if there is a note attached to the visit. Hover over or tap on the note icon to see the full note.

Send link to virtual ticket

You may want to be able to send a link to a virtual ticket to a customer. For example if the customer has taken a paper ticket but want to wait elsewhere and monitor the queue position online.

Find the visit, either by searching for it the Search visit ID search box, by

scanning the QR code on the ticket, or by finding it manually in the queue.

When the Visit options box is opened, Select Activate SMS ticket
Enter the customer’s phone number and click Send .

Transfer a visit

If you want to transfer a visit to another queue, staff member or counter pool, please follow these steps.

First you have to find the visit. You can do this by one of the following means:

Press the queue name and scroll until you find the wanted visit.
Search for a visit in the search field by entering the visit ID.
Press Scan QR and scan the ticket QR code.

When you have found the visit, select one of the following transfer options,

described in detail below:

“Transfer to queue” on page 57
“Transfer to staff member” on page 57
“Transfer to counter pool” on page 58

Concierge

Transfer to queue

Press Transfer to queue and a window showing available queues will be expanded: Select the wanted queue and if the visit should be placed:

First in line
Last in line.
Based on waiting time

Transfer to staff member

Press Transfer to staff member and a window showing available staff members will be expanded. Available staff members are staff members that are logged in to a service point where a visit can be called (i.e not Concierge), in your branch: Select the wanted staff member to transfer the visit to him/her.

Transfer to counter pool

Press Transfer to counter pool and a window showing available counter pools will be expanded. You will see the counter name as well as its if it is open (no icon) or closed (padlock icon). Select the wanted counter pool and confirm the action.

Serve or remove a visit

If you want to serve a visit out of queue order, or remove a visit, please follow these steps.

First you have to find the visit. You can do this by one of the following means:

Press the queue name and scroll until you find the wanted visit.

Concierge

Search for a visit in the search field by entering the visit ID.
Press Scan QR and scan the ticket QR code.

When you have found the wanted visit, choose if you want to Serve or

Remove . The Serve icon will be disabled for visits that require an outcome or a delivered service. If you try to remove a visit that has already been served, or deleted, by some- one else, you will get an error message:

Quick serve

On the start page, there is also a quick serve functionality. Select a service and then select Serve. You have now created, called, and ended a visit by pressing just one button.

Limitations for quick serve

Services that require that a delivered service or outcome is set, are not sup-

ported and are therefore not listed in the quick serve area.

It is not possible to select several services.

Concierge

Creating an appointment

To create an appointment, follow these steps:

On the start screen, select Create appointment.

Once the flow has been launched, you will see a top bar showing the current step, as well as the available steps in the flow. If you want to go back to the start screen, press cancel.

By default, the step Select branch is bypassed, and your default branch is

automatically selected. If you want to select another branch, go to Select branch: Select a branch from the list or search for it in the search field. When a branch is selected, the flow will continue automatically. It is only possible to select one branch at a time. If you always want the Select Branch step to be expanded when creating an appointment, uncheck the Skip this step check box.

In the Select service step, a list of services will be shown.

Select the wanted service(s) from the list or search for services in the search field. To be able to add more than one service, check the Enable multiservice check box. Once you have selected a service, the list of services under All Available Ser- vices list will only contain the services that can be booked in combination with the first selected service. When you have added all the wanted services (max. five), press Done. Concierge

The next step is to pick a date and time for the appointment.

Select the wanted number of customers. This can be used if the appoint-

ment is booked for e.g. a family. Updating the number of customers will update the list of available time slots.

Select a date for the appointment. The current date is marked with green. If

a date in the calendar is not available for booking, it is not clickable.

Select a time for the appointment. Available timeslots are displayed in a

scrollable list which is filtered into different time intervals. The interval for the current time is displayed by default.

As soon as you select a timeslot, a widget counting down will be displayed.

This shows how long you have to finish the reservation. If you have selected a time slot and then change the number of customers, you need to select a new start time and the reservation time will be restarted.

Add a customer to the appointment. You can either link an existing customer or

add a new customer. Link customer If you want to link an existing customer, enter the first name, last name, email or phone number of the customer in the search field. For phone numbers, a minimum of 5 characters must be entered before the search commences. Edit customer When you search for a customer in the Link customer step, you have the

option to edit the customer record. Press the edit icon to open the Edit selected customer window. Press Save & Add to save the customer record and add the customer to the appointment. Concierge Create new customer You can also create a new customer in the Add customer step. In the Add new customer section, enter the following information:

First name
Last name
Email
Phone numberShould only contain numbers 0-9, no plus signs, dashes,

slashes, or other characters.

Date of birth
Notification language

Press Save & Add to create a new customer.

The Confirm step will be opened, where you can see the details for the

appointment. If you want, you can add notes to the appointment.

Finally, select notification method.
When done, press Confirm. If you have selected e.g. SMS as notification

method, and the customer doesn’t have a phone number attached, you will be asked to add a phone number. The phone number will be saved to the customer record. The customer will then receive an SMS or email with the appointment details. Concierge

Rescheduling or canceling an appointment

To reschedule or cancel an appointment, follow these steps:

On the start screen, select Edit appointment.
The first step is to identify and find the appointment. You can find an

appointment by the following means:

Appointment list - All upcoming appointments for the branch that you are

logged in to are listed here. If the appointment you want to edit is not in the list, press the Edit icon to select a new time interval. Select a start time and an end time, and press Apply. To refresh the list of appointments, press the Refresh button. After refreshing, the button is disabled for 30 seconds.

Booking ID - Find the appointment by entering the external Appointment ID.

Enter the full Appointment ID, then press Fetch.

Customer - Find the appointment, by entering a first name, last name,

email, or phone number in the search field. For phone numbers, a minimum of 5 characters must be entered before the search commences.

Scan QR - Find the appointment by scanning a QR code.

a If you select this option on a tablet, a camera view window will be opened, so that the QR code can be scanned. b If you select this option in desktop mode, you will be asked to point the installed scanner towards the QR code.

If you use Booking ID or Scan QR, you will get an exact match. If you use the

time filter or search for a customer, you will see a list with all matching appointments. Select the appointment you want to edit. The Edit appointment step is opened: To reschedule an appointment, select a new date and timeslot for the appoint- ment, then press Reschedule. To cancel an appointment, press Cancel appointment, and select Yes to con- firm. Concierge

Arriving an appointment

To arrive an appointment, follow these steps:

On the start screen, select Arrive appointment.
The first step is to identify and find the appointment. You can find an

appointment by the following means:

Appointment list - All upcoming appointments for the branch that the user is

logged in to are listed here. If the appointment you want to arrive is not in the list, press the Edit icon to select a new time interval. Select a start time and an end time, and press Apply. To refresh the list of appointments, press the Refresh button. After refreshing, the button is disabled for 30 seconds.

Booking ID - Find the appointment by entering the external Appointment ID.

Enter the full Appointment ID, then press Fetch.

Customer - Find the appointment, by entering a first name, last name,

email, or phone number in the search field. For phone numbers, a minimum of 5 characters must be entered before the search commences.

Scan QR - Find the appointment by scanning a QR code.

If you use Booking ID or Scan QR, you will get an exact match. If you use the

time filter or search for a customer, you will see a list with all matching appointments. Select the appointment you want to arrive.

The Confirm step will be opened, where you can see the details of the

appointment. Concierge

Select a notification method.

You may also have the option to select a VIP level for the appointment here. It may be called something different in your system. It is a feature that can be used for segmentation of customers into different categories, and may be used for customers with special needs, etc. The option Ticketless creates a visit, without printing a ticket or sending an SMS. If Print ticket and/or By SMS is selected, Ticketless cannot also be selected and vice versa.

Optionally, before confirming the arrival of the appointment, you can open Edit

services and edit the service(s) that are connected to the appointment.

If you have selected e.g. SMS as notification method, and the customer doesn’t

have a phone number attached, you will be asked to add a phone number. Enter a phone number and press Finish The phone number will be saved to the customer record. The appointment will be placed in a queue and thus get a visit ID assigned to it. Concierge Quick Arrive of appointments Concierge may be configured so that the Quick Arrive feature is available from the landing page.

Click Scan QR and you will have the option to scan a QR code and arrive an appointment.

Creating a visit

To create a visit, follow these steps:

On the start screen, select Create visit.

In the Select service step, a list of services will be shown. To see a description of the service, press the info icon next to the service. Select the wanted service(s) from the list or search for services in the search field. To be able to add more than one service, check the Enable multiservice check box. Once you have selected a service, the list of services under All Available Ser- vices list will only contain the services that can be booked in combination with the first selected service.

When you have added all the wanted services (max. five), press Done.

The Add customer step will now be opened. If you don’t want to add a customer,

press Done. You can choose to always skip this step by checking the check box. Concierge If you want to link an existing customer, enter the first name, last name, email or phone number of the customer in the search field. For phone numbers, a minimum of 5 characters must be entered before the search commences. You can also create a new customer record here in the Add new customer sec-

tion. Press Save & Add to add the created customer to the visit.

In the Confirm step, you will see the details for the visit to the left. You may have

the option to add notes to the visit. You may also have the option to select a VIP level for the visit here. Select the wanted radio button. VIP may be called something different in your system. It is a feature that can be used for segmentation of customers into different categories, and may be used for customers with special needs, etc.

Select a notification method. The option Ticketless creates a visit, without

printing a ticket or sending an SMS. If Print ticket and/or SMS is selected, Ticketless cannot also be selected and vice versa. When done, press Confirm. Concierge

If you have selected SMS as notification method, and the customer doesn’t

have a phone number attached, you will be asked to add a phone number. Enter a phone number and press Finish. The phone number will be saved to the customer record. A confirmation message containing the visit ID will be displayed.

Accessibility features

To make Concierge accessible to people with disabilities, efforts have been made to make Concierge meet the standards of WCAG 2.1. This section presents some accessibility features that could need some extra attention. Tabbing and shortcuts

You can use the tab key to move between different objects. Use tab to

move to the next object and shift+tab to move to the previous object.

Use the arrow keys to move between different list items within an object.
In the header, there is a possibility to use a tabbing shortcut to get directly to

the content. On the start page, just press tab, and then enter to go directly to that object. a) First shortcut links to Quick Serve/Quick Create b) Second shortcut links to Menu bar Navigating in the date picker When creating an appointment, there is a date picker to select a date. You can use the keyboard to navigate in the date picker in the following ways:

When the calendar is opened, focus is set on the current date.
Press the left and right arrow key to navigate the row by week day.
Press the Home and End to jump to the beginning or end of the current row.
Press the up and down arrow keys to navigate between weeks on the same

week day.

Press the PageDown and PageUp to navigate backwards or forwards by

month.

Press Alt+PageDown and Alt+PageUp to navigate backwards or forwards by

year.

Press Enter to select the focused date.

Prevent pop-up messages from disappearing In Concierge, there are several messages that appear as so called toasts. They can be either error messages (red) or success messages (green). To make sure everyone has time to read the toasts, they have an auto close functionality that can be turned on or off:

Uncheck the auto close check box (default) to make the toast remain until you

click the x to remove it. Maximum number of open toasts is 3.

Check the auto close check box to make the toasts disappear automatically

after 5 seconds. The auto close setting is saved in a browser cookie. Concierge FAQ Concierge How can I add several services to an appointment or visit? First of all, the system configuration must allow multiservice. This is done in Business Configuration > Equipment Profile > Multi Service Support. Only a user with system administration rights can do this.

Then, when selecting services, the Enable multiservice check box must be checked. Note that which services that can be booked in combination for appointments is determined in the Appointment Profiles. Only a user with calendar admin rights can configure this. How can I edit the service(s) when arriving an appointment? In the Arrive appointment flow, you have the option to go to the Edit service step before confirming the arrival.

How can I create an appointment in another branch? When pressing Create Appointment, the Select branch step is bypassed by default. In the Select service step you can choose to go back to the Select branch step and select another branch. However, this must be allowed in the system configuration. This is done in Business Configuration > Equipment Profile > Multi Branch Support. Only a user with system administration rights can do this. If you always want the Select Branch step to be expanded when creating an appointment, uncheck the Skip this step check box.

How can I update the customer information? When creating an appointment or a visit, you have the option to edit the customer record in the Add customer step. Press the edit icon to open the Edit selected customer window. Press Save & Add to save the customer record. If you don’t want to proceed in creating an appointment or a visit, press Cancel. The changes in the customer record will still be saved. Index A Recalling 29

Accessibility features Recycling 30 Concierge 77 role 8 Counter 35 T Application 8 ticket Arriving 69 calling 16 B recall 30 Booking 40 transfer 30 C Timeout 10

Calendar view 38 transfer ticket 30 Calling 16 Transferring 30 calling ticket 16 V close transaction 34, 35 Visit 4 Closing the workstation 35 W Concierge 47 Walk direct 17 D Week view 39 Day view 40

Delivered Service 27 Finish 34 Linking a customer 23 login 6 Marks 29 No show 33 Notes 23 Outcomes 29

Parking 30 Pools 33 Queue information 14 recall ticket 30 Q-MATIC AB, Box 198, SE-431 23 Mölndal, Sweden.

VAT No SE556212749701 Phone: +46 31 756 46 00 Email: info@qmatic.com Web: www.qmatic.com

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