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Operations Panel

Craig Weir
Updated
Operations Panel Manual

Operations Panel Manual

Document: 269.01A — 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 Operations Panel created.
01.B Settings, Using Operations Panel Updated according to the consolidation of different Operation Panel versions.

2. Deployment and Configuration

2.1 Installation

If installing from Xtend, go to step 4, then skip to step 7.
  1. Copy opspanelenterprise.war to the custdeploy folder of Orchestra.
  2. Add opspanelEnterpriseMessages.properties to <Orchestra_install_dir>\system\conf\lang. Also add any additional language properties files to this folder.
  3. Add the following lines to applicationMessages.properties in <Orchestra_install_dir>\system\conf\lang: 
    application.opspanelenterprise = Enterprise Operations Panel
application.opspanelenterprise.description = Branch detail overview
module.opspanelenterprise = Enterprise Operations Panel

application.opspanelenterprisecentral = Enterprise Operations Panel (Central)
application.opspanelenterprisecentral.description = Branch detail overview (Central)
module.opspanelenterprisecentral = Enterprise Operations Panel
  4. In conf/lang/businessConfigMessages.properties, change the following line: 
    label.address3 = Web Cam Url
  5. Execute update_central.sql (from the sql folder) against the qp_central database.
  6. Restart Orchestra Central.
  7. Create users and roles with access rights for Operations Panel (see section 2.2).
  8. Add and configure the unit type template for Operations Panel (see section 2.3).
This installs Operations Panel on Orchestra Central. For distributed agents, create an agent profile containing Operations Panel and perform a remote upgrade. See the Reference Manual for details.

2.2 Access Rights

Users of Operations Panel must be assigned to a role with the following access modules:

  • Enterprise Operations Panel
  • Connector EntryPoint
  • Connector ServicePoint
  • Connector ManagementInformation
For admin rights, create a role named exactly Enterprise Opspanel Admin and assign it the above access modules.

2.3 Unit Type Template

Data and status are generated by a unit type template. To add it:

  1. Go to System Administration and upload and add statToOpspanelInfo.utt.
  2. Save.
  3. Go to Business Configuration > Equipment Profile and add the unit type to the required equipment profile.
  4. At this level, configure settings for Expressia and debugging (enable debugging only when requested by support).
  5. Save and publish each branch.

2.4 Settings in Business Configuration

The webcam URL is set in Business Configuration > Branches > Edit branch.

3. Settings

3.1 Introduction

Settings in Operations Panel are global and apply to all users. To access settings, log in with a user that has the Enterprise Opspanel Admin role and click General Settings in the top right corner. Alternatively, go directly to:

http://<orchestra_host>:<port>/opspanelenterprise/?settingsadmin

3.2 Graph Settings

Configure the colour thresholds and maximum values for the three graphs: Waiting Time Graph, Transaction Time Graph, and Open Service Point Graph. Per graph:

  • Green shown until — Time limit before the meter changes from green to amber.
  • Amber shown until — Time limit before the meter changes from amber to red.
  • Max value for graph — Maximum value displayed on the graph.

Click Save when done.

3.3 General Settings

  • Color schema — Black or white.
  • Value for Meter 3 — Information shown by the third meter on the start page: Waiting per Open Service Point, Open Service Point, or Average Open Service Point.
  • Use Users SLA Settings — Allow users to apply their own SLA values. If unchecked, SLA settings apply globally.
  • Allow user to change SLA Settings — If checked, all users can change global SLA settings; otherwise only admins can.
  • View shown if only one branch present — Branch Summary, Queue Overview, or Service Point Overview.
  • Default sort order — Ascending or descending.
  • Show Expressia Graph — Show the Expressia graph on the start page.
  • Show NPS tab — Show the NPS tab.
  • Show appointment summary — Show the Appointment Summary tab.
  • Show Webcam tab — Show the Webcam tab.
  • Width of the Web Cam frame — Width in px or %.
  • Height of the Web Cam frame — Height in px.
  • Show data if older than X min — If unchecked, data older than the configured time will not be shown.
  • Time before data is invalid — Minutes before data is considered old.
  • Time before status LED becomes red — Minutes since last update before the Status column LED turns red in the Branch summary.
  • Show appointment waiting time — Show appointment waiting time.
  • Show arrived early as negative time — Show waiting time for early-arriving appointment customers as a negative value.
  • Allow remove ticket — Allow users to remove tickets.
  • Allow transfer for tickets to another queue — Allow users to transfer tickets.
  • Allow transfer to first position in a queue
  • Allow transfer to last position in a queue
  • Allow transfer based on sorting — Allow transfer based on visit lifetime.

3.4 Branch Settings

These settings apply to the Branch Summary tab.

  • Region View — Not showing regions; Show in separate tab; Show in Branch Summary; Show in Branch Summary expanded.
  • Default sorting for branches — Default sort column for the Branch Summary tab.
  • Hide Branches by Id — Comma-separated list of branch IDs to exclude from the Branch Summary.
  • Include pool waiting on branch overview
  • Show Branch Id Column
  • Show Served Above SL Column
  • Show No Show column
  • Show NPS on branch overview
  • Show Waiting Above SL Now
  • Show avg waiting time
  • Show Max waiting time column
  • Show Waited Above SL Column
  • Show AVG WT Today
  • Show Max WT today Column
  • Show Max TRT Column
  • Show Below SL Column — Also shows the %.
  • Show all tickets in a popup window — Click the queue icon to see all visits in a branch.
  • Show history for today — Allow users to open the daily history graph.
  • Length of the daily history graph
  • Start time for daily history graph
  • Service level for daily history graph
  • Max value for daily history waiting time
  • Show totals

3.5 Queue Settings

These settings apply to the Queue Summary tab.

  • Default sorting for queues — Default sort column for the Queue Summary tab.
  • Default sort for tickets in queue — Unsorted, Ticket Number, or Waiting Time.
  • Group queues — Enable grouping of queues (configure groups in the Queue Groups tab).
  • Expand groups — Expand queue groups by default. If unchecked, click a group to expand it.
  • Show Served
  • Show Served Above SL Column
  • Show Recycled
  • Show Served Services
  • Show Served Transactions
  • Show No Show column
  • Show Waiting Above SL Now
  • Show Real waiting time
  • Show estimated waiting time
  • Show Max Waiting Time column
  • Show Waited Above SL Column
  • Show AVG WT Today
  • Show Max WT today Column
  • Show Max TRT Column
  • Show Below SL Column
  • Show avg waiting time
  • Show Totals

3.6 Queue Groups

Queue groups are created in General settings > Queue Groups.

  1. Select a branch and click Add.
  2. Enter a group name and select which queues to include.
  3. Click Save.

Groups can also be edited and deleted.

3.7 Service Point Settings

These settings apply to the Service Point Summary tab.

  • Service Point Summary — Show on separate view; Show on Queue Summary View; Do not show.
  • Show Staff in Service Point Summary — Show which staff member is logged in at each service point.
  • Show log on / log out — Show last log on/log out times.
  • Show Queue name in Service Point Summary — Show which queue a service point is serving.
  • Show waiting time
  • Show average Transaction time for user
  • Show max Transaction time for user
  • Show Served on Service Point
  • Show served above Service Level
  • Allow user to be logged out — Enable the force logout functionality.
  • Show totals

4. Using Operations Panel

4.1 Introduction

With Operations Panel, you can:

  • See the number of waiting customers in a branch
  • See detailed information about individual queues
  • See service point performance
  • Find, transfer, and remove visits
  • Change the work profile for a staff member remotely

When you open Operations Panel, you see data for the whole organisation (enterprise view). Select a branch in the Branch Summary to drill into branch-level data. Click the Branch Summary tab to return to the enterprise view.

4.2 Data Overview

At the top of the page, the following graphs are displayed (data shows for the whole organisation until a branch is selected):

  • Customers Waiting / Total Served
  • Average Waiting Time
  • Average Transaction Time
  • Customers Waiting per Open Counter / Open Service Points / Average Open Service Points
  • Satisfaction level (if enabled in General settings)

Meter colours indicate how well your organisation or branch is meeting the service level. Colour thresholds and maximum values are configured in Graph settings.

4.3 Branch Summary Tab

Shows a summary of all branches. Click any column header to sort. The summary includes: customers waiting, average and maximum waiting time, NPS score, open and closed service points, and more. Administrators configure which columns are visible in settings.

4.3.1 Indicator Lights

  • Average waiting time — Green, amber, or red; mirrors the Average Waiting Time meter colour.
  • Average transaction time — Green, amber, or red; mirrors the Average Transaction Time meter colour.
  • Status — Red or green; based on the time elapsed since the data was last updated. Administrators configure the threshold for red in settings.

4.3.2 View History

If Show history for today is enabled in settings, a History column appears at the far right. Click History to see the branch’s daily history graph, showing how waiting time, number of open workstations, and number of waiting customers have changed throughout the day, along with service level performance.

4.4 Region Summary Tab

Administrators can configure region data to appear in a separate tab. The columns are the same as in the Branch Summary tab.

4.5 Queue Summary Tab

Select a branch in the Branch Summary to open the Queue Summary tab. Displays per-queue data: customers waiting, average and maximum waiting time, average transaction time, open service points, and more. If queue groups are configured, an additional row shows combined data per group. Administrators configure visible columns in settings.

4.5.1 View Visits in Queue

Click on a queue to see all visits in that queue. From Actions, you can transfer or remove a visit. Transfer options: another queue (first in line, last in line, or based on visit lifetime), a staff member, or a service point.

4.6 Service Point Summary Tab

Select a branch and go to the Service Point Summary tab. Displays per-service-point data: current service and ticket number, average waiting and transaction time, number of served customers, and more. Administrators configure visible columns in settings.

4.6.1 Log Out User

Click Logout in the Force logout column to log out a user from a service point.

4.6.2 Transfer and Remove Visits

Click on a service point or staff member to view all visits in their pool. From Actions, transfer or remove a visit. Transfer options: another queue (first in line, last in line, or based on visit lifetime), a staff member, or a service point.

4.6.3 Change Work Profile

Click on the current work profile for a service point, select a new work profile from the list, and click OK.

4.7 NPS Tab

Visible if Show NPS tab is enabled in General Settings. The left meter shows the NPS score for the branch. The right meter shows the NPS score for a selected service.

4.8 Web Cam Tab

Shows a real-time view of the waiting area if a streaming webcam is configured. Enabled and configured in General Settings; the webcam URL is set in Business Configuration > Branches.

4.9 Appointment Summary Tab

Visible if Show appointment summary is enabled in General Settings. Shows appointment data per branch: Booked, Arrived, and Pending.

4.10 Find Visit

Search for a visit by ticket number to perform actions on it.

  1. Click Find visit in the top menu.
  2. Select a branch.
  3. Enter the ticket number.
  4. Click Search.

Once found, available actions include: Remove visit, Transfer to another queue, Transfer to first position, Transfer to last position, or Transfer based on sorting.

Q-MATIC AB, Box 198, SE-431 23 Mölndal, Sweden. Phone: +46 31 756 46 00. Email: info@qmatic.com. Web: www.qmatic.com