What Is Queuing?

Waiting in lines, it is something we all must do. We encounter lines everywhere we go; while shopping, checking into hotels, at hospital and clinics, at the airport, etc. In a traditional, non-queuing environment, customers can be left confused as to what line to stand in, what counter to go to when called, and distracted from noisy, crowded environments.

A branch office or location may serve multiple categories of service requiring special attention. A location could also serve customers in different locations, requiring movement from one side of a large room to another or even movement to a different room within a building or complex.

Our solutions are geared toward making the customer experience as easy to understand as possible. Q-MATIC takes into account every aspect of a branch, from its physical layout to the number of customers it sees, and tailors a solution that best enhances the overall customer experience.

But what is queuing?

Queuing is the process of moving customers from a central location, such as a lobby or waiting area, to a specific place of service, such as a workstation. A Q-MATIC queuing solution incorporates these four elements:

1. Queuing the customer into the client system
When a customer arrives, he/she shall be able to enter into the queue. The customer could be issued a ticket, entered into a virtual queue, have a digital photograph taken of his/her face, or simply told to wait in the lobby way.

This does two things. First, it takes customers out of a wait-line scenario and places them in a comfortable, sitting environment. Secondly, it tells our queuing system that someone is waiting for a particular category of service and begins tracking the customer wait time.

2. Calling the next customer
When a counter attendant is ready for the next customer, he/she simply presses next on a workstation terminal, on an on-screen queuing application or walks out into the lobby to greet the person.

3. Notifying and directing the customer to the workstation
When the counter attendant calls the next customer, displays, TV monitors, and audio announcements are used to capture the attention of the customer and direct him/her to the appropriate counter.

4. Managerial controls
Queuing Management comes from generating data and exacting control over the entire queuing situation. Q-WIN, our core computer application, keeps tabs on all of the functionality of our system. Q-WIN tracks the wait and transaction time of each customer and allows managers to generate reports based on this data. Managerial oversight makes our queuing solutions a complete package.

Managers can get valuable data concerning the productivity of branches, counters and staff, as well as view the overall customer flow. Managers can use this data to make changes in staffing, categories of service or any other issue they see fit.

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