Counter Manual

Document: 252.01J — Qmatic

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 cannot assume any responsibility for any errors and their consequences. This manual is copyrighted and all rights are reserved. Reproduction is not allowed without written permission from Q-MATIC AB.

COPYRIGHT © Q-MATIC AB, 2025. Feedback and questions: documentation@qmatic.com.

1. What’s New

2. Installation and Setup

2.1 Introduction

Counter is a staff application for calling and serving customers. It requires Qmatic Orchestra 7 or later.

2.2 Installation

1. Copy counter.war to <Orchestra_install_dir>\system\custdeploy.
2. Add counterMessages.properties to <Orchestra_install_dir>\system\conf\lang.
3. Make the required changes to the qp_central database:

   PostgreSQL:

   update qp_central.applications set url = 'counter' where id = 'workstation';
   update qp_central.applications set enabled = 0 where id = 'counter';
   update qp_central.applications set is_distributed = true where id = 'counter';

   MS SQL:

   use qp_central
   update qp_central.applications set url = 'counter' where id = 'workstation'
   update qp_central.applications set enabled = 0 where id = 'counter'
   update qp_central.applications set is_distributed = 0 where id = 'counter'

   Oracle:

   update qp_central.applications set url = 'counter' where id = 'workstation';
   update qp_central.applications set enabled = 0 where id = 'counter';
   update qp_central.applications set is_distributed = 0 where id = 'counter';

4. Restart Orchestra Central.
5. Create roles and users. See section 2.3.
6. Add and configure unit types. See section 2.4.

2.3 Access Rights

Counter users must be assigned to a role with the following access modules:

• Counter
• Connector ServicePoint

2.4 Set Up Counter

2.4.1 Counter Unit Types

Several unit types are available depending on the hardware used:

• WebCounterMultiStaff
• WebServicePoint
• WebServicePoint_D924
• WebServicePoint_D924_WebCFU
• WebServicePoint_D948
• WebServicePoint_Expressia
• WebServicePoint_Expressia_D924
• WebServicePoint_PositionalDisplay
• WebServicePoint_PositionalDisplay_WebCFU

2.4.2 Add Unit Types on Global Level

1. In System Administration, add the required Counter unit type(s).
2. At this level, only name, description, and minimum time between two calls can be configured.
3. Save.

2.4.3 Configure Unit Type on Equipment Profile Level

1. In Business Configuration > Operation Profile, add Counter unit types to the required equipment profiles.
2. Configure the following settings at this level:
   • Whether staff needs to confirm that the customer has arrived.
   • If customers marked as “no-show” in the confirm needed dialog should be sent to a queue instead of being removed (and how they should be sorted in that queue).
   • Settings for multi service and marks (see section 2.4.6).
   • How transfer should work.
   • Whether the recycle, recall, no-show, and wrap-up buttons should be available.
   • Which custom fields should be displayed and which should be editable. Use Custom parameter time input to specify which custom field is used as time input (must match the custom field used in Concierge for “Added time” to display on the visit card).
   • Whether to hide customer details and the customer search field.
   • Whether waiting time since appointment time should be displayed for appointment visits (shown in the “Overdue” column).
   • Default country code and preferred countries for phone number fields.
   • A custom URL template with user and visit-specific parameters, available via a button on the visit information card and optionally opened automatically when a visit is called (see section 4.1).
3. Save.

2.4.4 Configure Unit Type on Branch Level

1. In Business Configuration > Branches, configure the following at branch level:
   • Whether the Add Customer information button is available on the visit card.
   • Which views are available (e.g. Counter Pool, Staff Pool, Queues).
   • Transfer options.
   • Whether the park button is available and whether parked visits go to the user pool or the counter pool.
   • Whether the Finish button is hidden (if hidden, Call next or Close counter must be used to finish a visit).
   • Whether showing and adding notes is available.
   • Whether customer language is shown in the queue view and visit card, and whether it can be edited in the visit card.
   • Whether customer language is shown with full name or as a language icon (hover to see name).
   • Walk times on queues, and more.
2. Save and publish each branch.

2.4.5 Map Users to Branch, Service Point and Work Profile

Users can be mapped to a branch, service point, and work profile in General Admin so they do not need to select these settings each time they log in. See the User Mapping section in the General Admin guide.

2.4.6 Enabling and Using Marks

The Marks feature allows staff to tag visits with predefined labels while handling the visit. Marks can be used for segmentation, tracking appointment types, and improving reporting. They are displayed on the Visit information card and configured in Business Configuration.

Enable Marks in Counter:

1. Open the UTT settings for the relevant unit type in the equipment profile.
2. Select the Enable marks checkbox.
3. Optionally, in the Mark Type field, select specific mark types to make available in Counter.

Behaviour across applications:

• Enabled in Concierge only: Marks selected in Concierge are shown in Counter but are read-only.
• Enabled in both Concierge and Counter: Marks selected in Concierge appear in Counter as added marks and can be edited.
• Different Mark Types configured: If a mark type is enabled in Concierge but not in Counter, marks of that type can be deleted in Counter but will not appear in the Counter dropdown and cannot be re-added.

3. Using Counter

3.1 Introduction

Counter is an easy-to-use browser application for calling and serving customers. With Counter, you can: call visits, remove visits, create and remove customers, edit customers, cherry-pick visits, transfer visits, and walk direct.

3.2 Getting Started with Counter

When opening Counter, select your branch, service point, and work profile, then click Apply settings.

To change settings while working, click Edit in the top bar. To log out, click Log out in the top right corner. To return to the Orchestra start page, click Home. The accessibility statement is available in the bottom right corner.

3.3 Queue and Visit Information

Queue and visit information is displayed in the right area of your workspace. Depending on configuration, you can toggle between My Queues and All Queues. If there is only one queue in your work profile, all visits in that queue are shown by default.

Visits transferred to your staff pool or counter pool appear at the top. Click a visit to call, transfer, or remove it. To search for a visit by ticket number, enter the full ticket number in the Find ticket field and press Enter.

3.3.1 Queue Information

Each queue in the list shows:

• Queue name
• Customers — Number of customers waiting.
• Overdue — Shown for appointment queues; the longest time between appointment start time and current time.
• Wait time — Waiting time of the first visit in the queue (not the longest wait of all visits). An orange icon indicates the wait time is close to the service level; a red icon indicates it has passed.

Click column titles to sort the list.

3.3.2 Visit Information

Click on a queue to expand it. Per-visit information (depending on settings):

• Ticket number
• Customer name
• Service (hover over the tags icon for additional services on multi-service visits)
• Appointment time (if an appointment visit)
• Overdue time (time elapsed since appointment start time; empty if not yet overdue)
• Wait time with service level indicator
• Notes (hover over the notes icon for the full note)
• Customer language (hover for full language name)
• Custom info

3.3.3 Actions

Clicking on a visit enables the following actions (subject to system configuration):

• Call the customer (if cherry-picking is allowed)
• Transfer the visit
• Send a link to a virtual ticket
• Remove the visit

3.3.4 About Pools

Pools allow visits to be put on hold outside the predefined customer journey. Each counter has one counter pool; each counter staff user has one staff pool. Visits cannot be created directly in a pool — the customer must be transferred there. Unlike queues, visits in a pool have no ordering. Depending on configuration, visits in pools can be called, transferred, and removed.

3.4 Call a Customer

Two ways to call a customer:

• Click Call next — Calls the next customer according to your work profile.
• Find a visit and click Call customer — Calls the selected customer (cherry-picking; may not be allowed in your system).

If Store next is enabled, the next customer is called automatically.

If Confirm needed is turned on: When a customer is called, you are asked to confirm they have arrived.

• Yes: Proceed with the visit.
• No: Choose how to proceed:
  • Call the customer again.
  • Recycle — Put the visit back into the same queue after a set number of minutes.
  • Call next customer and end the visit.
  • Mark as no-show — Either removes the visit or transfers it to a defined queue, depending on settings.
  • Go back to the previous dialog.

If Confirm needed is off: If the customer does not show up, the visit card offers:

• Recall — Reannounces the call on displays and audio units immediately.
• Recycle — Puts the visit back into the queue at the first position. There is a minimum delay before the customer can be called again (default: 60 seconds). Recycling is limited to a certain number of times (default: 3).
• No-show — Registers the customer as a no-show and saves the visit in statistics.

3.5 Handle the Called Visit

3.5.1 Visit Information

The visit card displays:

1. Customer name (with a plus sign if multiple customers are linked to the visit).
2. Ticket number (e.g. A001).
3. Current service name and any other services connected to the visit.
4. Context marketing messages.
5. Appointment — Booked appointment time.
6. Overdue — Time from appointment start time until the customer was called.
7. Waiting time — Time the customer waited for this service.
8. Total transaction time — Time spent serving this customer (expected time may be shown in parenthesis; multi-service visits also show transaction time per service).
9. Notes — Editable. Maximum 255 characters. All notes are deleted when the visit is closed.
10. Custom information (Info 1, Info 2, etc.) — Additional fields your organisation needs for service delivery. May be editable depending on settings.
11. Customer language — Displayed below the customer name. May be changeable by clicking on it.
12. Configurable button (e.g. “Customer details”) — Opens an external URL.
13. Marks — Predefined labels capturing additional details such as appointment type, customer group, or service category.
14. Custom time field — Displays a time entered in Concierge (shown as “Added time”). Read-only in Counter.

3.5.2 Transfer Visit

Click Transfer on the visit card. Options:

• Transferring to a staff member or counter places the visit in their pool.
• Transferring to a queue: select position — First in line, Last in line, Based on visit lifetime (sorted), or With a delay (enter the number of minutes).

One-click transfer: Click the transfer icon in the queue list to quickly transfer the current visit to the selected queue, sorted by waiting time. Only available for non-appointment queues.

3.5.3 Park Visit

Click Park on the visit card to send the visit to your pool (user pool or counter pool, depending on settings). The visit can be resumed from the pool at any time.

3.5.4 Add Service to Visit

1. Click Add service.
2. Select a service from the drop-down list. Unserved services are listed and can be deleted.
3. Click Done.

When a multi-service transaction is finished, you will be asked to confirm whether the customer has more services.

3.5.5 Serve Multiple Services

Click Show services to see all services connected to the visit. Click Serve to select a service. This ends the current service (add a delivered service/outcome first if required). A message confirms which service is currently being served.

3.5.6 Add Customer Information to Visit

Click Add customer to search for an existing customer or add a new customer (name, email, address, phone number, etc.). Once added, customer information can be edited by clicking the customer name on the visit card. This information is visible to all staff who serve the same customer during the visit.

3.5.7 Send Link to Virtual Ticket

To send a Mobile Ticket link to a customer with a paper ticket: click Send SMS on the visit card, enter the customer’s phone number, and click Send. The SMS content is predefined in notification settings. You can also send an SMS to an uncalled visit: locate the visit in the queue view, click on it, and select SMS ticket.

3.5.8 Start Online Meeting

Click Start meeting on the visit card to begin an online meeting with a remote customer.

3.6 Finish Visit

Finish a visit from the visit card using one of the following:

• Call next — Finishes the current visit and calls the next customer.
• Finish — Finishes the visit without calling the next customer; the counter remains open.
• Close counter — Finishes the visit and closes the counter.

3.6.1 Register Delivered Services and Outcomes

Some services require registering a delivered service and/or an outcome before finishing.

1. Click Add a delivered service.
2. Select a delivered service.
3. If required, select an outcome.
4. Click Done.

In some systems it is also possible to register an outcome without adding a delivered service first.

3.6.2 Register Marks

Marks may be optional or required depending on the service. If required, they must be registered before finishing the visit.

1. Click Add a mark.
2. Select the mark type.
3. Select a mark and the number of marks to add (max 10). Click Add marks to visit.
4. Click Done.

3.6.3 Wrap Up the Visit

If enabled, wrap-up allows you to record time spent on post-service tasks (e.g. paperwork) after the customer has left. Wrap-up time is captured in statistics.

1. Click Wrap up on the visit card. A timer shows the wrap-up duration.
2. Click Finish when done.

3.7 Register a Customer Without a Ticket (Walk In)

Use the Walk in (Walk direct) feature when a customer comes directly to a counter without taking a ticket.

1. Click Walk in.
2. Select a service. The visit is called immediately and the counter page is displayed. No ticket is printed.

3. Optionally, change the notification language for the walk-in visit by clicking on the language on the visit card and selecting from the list.
4. Handle the visit as normal.

3.8 Accessibility Features

3.8.1 Tabbing and Shortcuts

• Use Tab to move to the next object; Shift+Tab to move to the previous object.
• Use arrow keys to move between list items within an object.

3.8.2 Prevent Pop-Up Messages from Disappearing

Toast notifications (error: red; success: green) have an auto-close setting:

• Uncheck auto close (default): Toasts remain until manually closed by clicking the × button. Maximum 3 open toasts.
• Check auto close: Toasts disappear automatically after 5 seconds.

The auto-close setting is saved in a browser cookie.

3.8.3 Accessibility Statement

A link to the accessibility statement is available in the bottom right corner of Counter.

4. Appendix — Setup Details

4.1 Custom URL Integration with Visit and User Data

The Custom URL feature defines a URL template that dynamically includes data from the active visit and/or the current user. The resulting URL can open automatically in a new browser tab when a visit is called, enabling seamless integration with external systems such as CRM or case management platforms.

The URL is built at runtime using placeholders in curly braces (e.g. {ticketId}, {custom2}, {servicePointName}), replaced with values from the user status object. The URL opens automatically with a 0.5-second delay. A button is also added to the visit information card for manual access at any time.

Enable a Custom URL

1. Go to Business Configuration > Operation Profiles > Manage equipment profile.
2. Locate the Custom URL setting for the relevant service point.
3. Enter a URL template, for example:

   https://example.com/profile?ticket={ticketId}&id={custom2}&agent={servicePointName}

4. Optionally check Open URL Automatically on Call Next to open the URL automatically in a new tab when a visit is called.
5. Save the changes.

URL Syntax

• The base must be a valid URL.
• Multiple query parameters are separated by &.
• Use curly braces {} to define placeholders mapping to values in the User status object.
• Parameter names (e.g. ticket, id, agent) can be freely chosen; placeholder values (e.g. {ticketId}, {custom2}, {servicePointName}) must match keys in the visit or user status object exactly.
• If a placeholder cannot be resolved, its value will be empty in the URL.
• For nested values (e.g. from parameterMap), use flat notation: {custom2} rather than {parameterMap.custom2}. Keys from parameterMap are merged into the top-level namespace.

Example

Template:

https://example.com/profile?ticket={ticketId}&id={custom2}&agent={servicePointName}

Resolved data:

{
  "ticketId": "A017",
  "parameterMap": { "custom2": "value2" },
  "servicePointName": "WebServicePoint"
}

Final URL:

https://example.com/profile?ticket=A017&id=value2&agent=WebServicePoint

If custom2 is not present:

https://example.com/profile?ticket=A017&id=&agent=WebServicePoint

User Status Object Reference

The following shows all available parameters in a User status object:

{
  "branchId": 8,
  "userState": "SERVING",
  "visitState": "OK",
  "servicePointId": 6,
  "servicePointName": "WebServicePoint",
  "servicePointState": "OPEN",
  "visit": {
    "id": 105,
    "checksum": "1519165121",
    "ticketId": "A1113",
    "unservedVisitServices": [],
    "currentVisitService": {
      "id": 213,
      "eventTime": "22:37",
      "serviceId": 4,
      "serviceInternalName": "Service 1",
      "serviceExternalName": "Service 1",
      "visitDeliveredServices": [],
      "visitOutcome": null,
      "outcomeExists": false,
      "deliveredServiceExists": false,
      "primaryResource": null,
      "secondaryResources": null
    },
    "servedVisitServices": [],
    "visitMarks": [],
    "customerIds": [],
    "waitingTime": 0,
    "totalWaitingTime": 0,
    "timeSinceCalled": 7,
    "recycleAllowed": false,
    "noshowAllowed": false,
    "recallAllowed": false,
    "delayed": false,
    "delayExpirySeconds": 0,
    "parameterMap": {
      "firstQueueEnterTime": "2025-06-09T22:37:24.309+1200",
      "enterQueueTime": "2025-06-09T22:37:24.309+1200",
      "branchName": "Auckland",
      "lang": "gb",
      "startQueueOrigId": 10
    },
    "appointmentId": null,
    "appointmentTime": null,
    "branchCurrentTime": "22:37:32",
    "timeSinceCurrentServiceCalled": 7
  },
  "workProfileId": 1,
  "workProfileName": "All queues",
  "servicePointDeviceTypes": ["SW_SERVICE_POINT"]
}

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