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Counter Tablet

Craig Weir
Updated
Counter Tablet User's Guide

Counter Tablet User’s Guide

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. Q-MATIC and Qmatic are registered trademarks or trademarks of Q-MATIC AB. Reproduction is not allowed without written permission from Q-MATIC AB.

COPYRIGHT © Q-MATIC AB, 2019. Feedback and questions: documentation@qmatic.com.

Introduction

Counter Tablet is an easy-to-use browser application for calling customers, optimised for Samsung Galaxy Tablet with touch control. With Counter Tablet, you can:

  • Call visits
  • Remove visits
  • Create and remove customers
  • Edit customers
  • Cherry-pick visits to serve
  • Transfer visits
  • Walk direct

Your system and user role configuration may differ from what is shown in this guide.

Getting Started with Counter Tablet

  1. Open Counter Tablet. A settings window is displayed.
  2. Select branch, counter, and profile, then click Apply settings.
  3. The main page displays in either landscape or portrait mode depending on the tablet’s orientation.
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 main page is divided into two areas: Visit Information view and Queue Information view. The Queue Information view appears on the top half (portrait) or right side (landscape) of the screen, depending on tablet orientation. If the counter is closed, a message is displayed in the Visit Information view.

Changing Work Profile Settings

To switch branch, counter, or work profile, click the red gear button in the top right corner of the main page.

Viewing Queue Information

The Queue Information view shows visits transferred to your staff pool and the counter pool at the top. Toggle between My Queues and All Queues. Use the sorting buttons to sort by Queue name, customers, or Wait time.

The waiting time shown is from the first visit in the queue, not the maximum wait time of all visits.

Click on a queue link to expand it and see all visits. Available actions per visit:

  • Call customer — Call the visit.
  • Transfer — Transfer the visit.
  • Remove — Remove the visit.

Calling Customers

Three ways to call a customer:

  • Call next — Calls the next customer according to the work profile (also closes the current visit).
  • Walk in — Calls a customer without a ticket.
  • Select from queue — Expand a queue and click a ticket number to cherry-pick a specific customer.

Calling Next Visit

Click Call next to call the next waiting visit. If Store next is enabled, the next customer is called automatically. If there are no waiting customers with Store next enabled, a “no one waiting” message is shown.

If Confirm needed is configured for the service point (see the Administrator’s Guide):

  • Click Yes to proceed with the transaction.
  • Click No to choose: Recall, Recycle, call next, or Go Back. Clicking Cancel implies the customer did not show up.

Calling a Customer Without a Ticket — Walk In

Use the Walk In feature when a customer approaches the counter without a ticket and no one else is waiting.

  1. Click the Walk in icon. A list of available services is displayed (with search).
  2. Select a service. The visit is called immediately and the counter page is displayed.
  3. Handle the visit as normal.
If a default walk-in service is configured, the service selection page is bypassed and the visit starts automatically. No ticket is printed for walk-in visits.

Calling a Customer Out of Queue Order

  1. In the queue area, expand the desired queue.
  2. Click the visit number to call, then select Call customer.
  3. Handle the visit as normal.

Working with the Called Visit — The Visit Card

The visit card displays:

  • Customer name (with a plus sign if multiple customers are linked)
  • Visit number (e.g. A001)
  • Service name
  • Context Marketing message icon (if available)
  • Waiting time — Time the customer waited before being called
  • Transaction time — Time since the transaction started (expected time may be shown in parenthesis)
  • Notes — Visible if added; can be edited

Actions available from the visit card:

  • Add customer / edit customer information
  • Add service to visit (multi-service)
  • Show services and select a service to serve
  • Add delivered service
  • Add marks
  • Add outcome
  • Recall
  • Recycle
  • Transfer
  • Park
  • No show
  • Wrap-up
  • Finish

Adding and Editing Notes

Notes added in Reception are visible on the visit card. To edit or add notes, click the Notes icon. Maximum 255 characters. Notes are automatically saved and deleted when the visit is closed.

Adding a Customer and Editing Customer Information

Link an Existing Customer

  1. Click the Add customer icon on the visit card.
  2. In the Link existing customer field, start typing a name (search begins after two characters; not case-sensitive).
  3. Select the customer from the list (up to 100 results).
  4. Click Save & Add to link the customer.

To correct a linked name, simply link a different customer.

Add a New Customer

  1. Click the Add customer icon.
  2. Fill in: First name (required), Last name (required), Email address, Phone number, Date of birth.
  3. Click Save & Add.

Edit Customer Information

  1. Click the customer’s name on the visit card. The Edit customer window opens.
  2. Edit the details and click Update info.

Adding/Editing Services

Click the Add service icon to add a service and turn the visit into a multi-service visit. Select a service from the drop-down. Unserved services are listed and can be deleted. When a multi-service visit is finished, you are asked to confirm whether the customer has more services.

Show Services and Select a Service to Serve

Click the Show services button to see all services connected to the visit. Click Serve to select a service. This ends the current service — if a delivered service or outcome is required, add it first. A confirmation message shows which service is being served.

Adding a Delivered Service

If a delivered service is required, it must be added before the transaction can end.

Delivered services can only be added when a ticket has been called.
  1. Click the Add delivered service icon. The Add delivered services window opens.
  2. Search for and select the delivered service. If an outcome is connected, select it here. The time added is shown in the Time column.
  3. Delete delivered services if needed.

Adding Marks

Click the Add marks icon (top right area of the Counter window). Select the mark type, select a mark, and enter the number of marks (max 10). Click Add mark to visit. Marks are listed in the window and can be removed.

Adding Outcomes

If an outcome is required, it must be added before the transaction can end.

Outcomes can only be added when a ticket has been called. In most cases, a delivered service must also be added.
  1. Click the Add outcome icon (if connected directly to the service), or follow the Add delivered service procedure first.
  2. Select an outcome from the drop-down.
  3. Add additional outcomes as needed.

Recalling a Visit

Click the Recall icon to re-announce the current visit on displays and audio/video units. Only applies to the most recent transaction for a visit that is still open. The transaction timer is not reset on recall.

Recycling a Visit

Click the Recycle icon to put the visit back into the queue at the first position, after a configurable delay. Recycling is limited to a set number of times (default: 3).

Transferring a Visit

Click the Transfer icon to transfer a visit to a queue, staff member, or counter pool.

  • Transferring to a staff member or counter places the visit in their pool.
  • For queues: choose First in line, Last in line, Based on visit lifetime, or With a delay (enter minutes or select a default option).
It is also possible to transfer a visit without calling it first: expand the queue, select the visit, and click Transfer.

Pools

Pools are similar to queues but are used when customers need to be put on hold outside the standard customer journey (e.g. while filling in a form). Each counter has one counter pool. Visits cannot be created directly in a pool — customers must be transferred there. Customers in a pool can later be called automatically via their connected work profile. Pools have no defined order.

Parking an Ongoing Visit

Click the Park icon to send the current visit to your staff pool, allowing you to continue serving other customers.

Setting a Visit as No Show

If a customer is called, recalled, and still does not appear, click the No show icon. The visit is recorded in statistics and closed.

Wrapping Up the Visit

Click the Wrap-up icon to record time spent on post-service tasks (e.g. paperwork) after the customer has left. A timer shows wrap-up duration. Click Finish when done.

Finishing the Transaction

A transaction is finished by:

  • Clicking Call next
  • Clicking Finish — ends the transaction but keeps the counter open
  • Clicking Close counter — ends the transaction and closes the counter session
  • Transferring the visit to another queue or pool
  • Parking the visit (transfers to your staff pool)
When an outcome or delivered service is mandatory, the transaction cannot be finished until one has been assigned.

Logging Out

Click the red logout button in the top right corner of the main page to log out at any time during the work session.

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