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Backoffice Terminal

Craig Weir
Updated
Backoffice Terminal Manual

Backoffice Terminal Manual

Document: 267.01B — 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, 2023. Feedback and questions: documentation@qmatic.com.

1. What’s New

Version Chapter Change
01.A General Manual for Backoffice Terminal created.
01.B General Updated manual according to new design.

2. Installation

2.1 General Information

Backoffice Terminal lets a staff member working in back office monitor the waiting time and number of waiting customers across the different queues of a work profile in a branch.

Use Case Examples

Use case 1: A back-office staff member can set a waiting time threshold of 30 minutes. If waiting time exceeds 30 minutes, the staff member is notified and can step in to assist.

Use case 2: A work profile can be created to serve only one appointment queue. With the threshold for number of waiting customers set to 0, the staff member is notified as soon as a customer enters the appointment queue.

2.2 Installation

If installing from Xtend, skip to step 6.
  1. Copy backofficeterminal.war to <Orchestra_install_dir>\system\custdeploy.
  2. Add backofficeterminalMessages.properties to <Orchestra_install_dir>\system\conf\lang.
  3. Add the content from commonMessages.properties (in the Department Reception package) to the file applicationMessages.properties in <Orchestra_install_dir>\system\conf\lang.
  4. Execute update_central.sql (from the sql folder) against the qp_central database to make the required changes.
  5. Restart Orchestra Central.
  6. Create users and roles with the required access rights (see section 2.3).
  7. This installs Backoffice Terminal on Orchestra Central. For distributed agents, create an agent profile containing Backoffice Terminal and perform a remote upgrade. See the Reference Manual for more information.

2.3 Access Rights

Users of Backoffice Terminal must be assigned to a role with the following access module:

  • Service Point Connector

Users must also be assigned to the branches they will monitor.

3. Using Backoffice Terminal

3.1 Backoffice Terminal Overview

To open Backoffice Terminal, click the icon on the Orchestra home page. Use the drop-down field on the left to select the branch and work profile to monitor. Only queues connected to the selected work profile are displayed. Your selection is saved for the next login. Click the Settings icon to close the Settings panel.

3.1.1 User Pool

The user pool overview shows the following for each visit in your user pool: visit number, service, waiting time, appointment waiting time, customer name, and appointment start time. Click any column header to sort the list. Use the search field to search by visit number, service name, or customer name.

3.1.2 Queue Overview

The queue overview shows: queue type (normal or appointment), queue name, waiting time, and number of customers. Red warning triangles appear when set threshold levels are breached. Click any column header to sort.

3.1.3 Detailed Queue Information

Select a queue from the drop-down list to view detailed information: service, waiting time, appointment waiting time, customer name, and appointment start time for all visits in that queue.

3.2 Waiting Time Definitions

Term Definition
Waiting time The time a customer has waited without being called since entering the queue — regardless of whether it is a drop-in visit or an appointment with a scheduled start time.
Appointment waiting time The time that has passed since the appointment start time. If the current time is before the appointment start time, this value is 0.

3.3 Notifications

Notifications are triggered when set thresholds for waiting time or number of waiting customers are exceeded.

  • The waiting time threshold is based on the longest waiting time across all queues and the user pool.
  • The number of waiting customers threshold is based on the total number of customers across all queues and the user pool.

When a threshold is exceeded, three things happen simultaneously:

  • An in-app notification is displayed.
  • A notification sound is played.
  • A desktop notification is sent from the browser.

Notifications are triggered again if the value drops below the threshold and then rises above it again. The system checks every 30 seconds.

Desktop notifications require permission in both the browser settings and the operating system settings.

3.3.1 Set Up Notifications

  1. If you want the waiting time threshold to use appointment waiting time for appointment visits, turn on Notify on App. waiting time.
  2. Set the threshold values for waiting time and number of waiting customers.
  3. Set the volume for the notification sound. Drag the slider to the far left to turn sound off completely.

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