The Multi-Counter Call Management feature in Qwaiting allows a single staff member to manage and serve queues at multiple counters or rooms independently.
This means staff can handle several service points without disrupting ongoing service at any counter.
Why Use Multi-Counter Call Management in Qwaiting?
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- Operational Efficiency: Staff can oversee and track multiple counters, reducing the need for extra crew.
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- Continuous Service: This makes sure that queues at each counter remain active and uninterrupted, even when staff switch between counters.
- Resource Optimization: Perfect for different sectors weather its government or private service centers, or offices where one staff member may need to cover several areas.
- Improved Customer Experience: Ensures that no queue is paused or lost when staff attend to another counter, leading to smoother and faster service.
Key Features
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- Independent Queue Handling: Each counter or room has its own queue that can be managed separately.
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- Seamless Switching: Staff members can easily switch between counters, and the system tracks the status of each queue, allowing them to continue without any delays.
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- Real-Time Updates: The system displays the current status of customer flow, allowing staff to monitor and manage queues efficiently.
- Multi-Tasking Support: Designed for industries where a single staff member needs to juggle responsibilities across multiple service points.
- Flexibility: Ideal for dynamic work environments with varying service needs at different locations.
Where to Use It
Ideal for businesses and institutions like:
- Clinics and hospitals
- Customer service centers
- Government offices
- Banks and financial institutions
- Educational institutions
- Retail service desks
Anywhere staff need to manage multiple service points smoothly.
Multi-counter call management for a smoother experience
Multi-counter call management helps staff work faster and gives users as it helps by:
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- Reduces wait times: Staff can manage multiple queues at different counters simultaneously, ensuring that service continues smoothly without unnecessary delays.
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- Improves staff productivity: Employees can switch between counters and serve more customers efficiently, making better use of their time and skills.
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- Enhances customer experience: Customers experience shorter waits and smoother service flow, which results in higher satisfaction and loyalty.
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- Offers greater scalability and flexibility: The system adapts to various service setups, allowing businesses to optimize operations and allocate staff where they are most needed.
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- Real-time reports for efficient queue management: Staff and managers can track customer flow and staff performance in real time, making it easier to allocate resources and resolve issues for quick service.
- Prevents service interruptions: Each queue at every counter stays active and independent. This means you can switch between counters without interrupting ongoing service.
These advantages help businesses deliver faster, more organized, and customer-friendly service, making queue management more efficient for staff and users.
Want to learn how to assign multiple counters?
Guide To-Multi-Counter Call Management for Staff
Multi-Counter Call Management is a powerful feature designed to help staff handle queues across multiple counters or rooms more efficiently. With this, a single staff member can seamlessly switch between counters without interrupting service, improving queue flow and customer experience.
Let’s walk through how to set it up and how it works in real scenarios.
How to Enable and Configure
1 Activate Counter Switching
- Go to Settings → Call Screen Settings.
- Enable the option Counter Change.
This allows staff to change their active counter directly from the panel.
2 Assign Multiple Counters to Staff
- Navigate to Staff → Add Staff.
- Select the staff member and assign multiple counters (e.g., Room 1, Room 2, Room 3).
This ensures the staff can access and serve queues at different counters.
How It Works in Action
Imagine Staff 1 is assigned to three service points:
- Room 1
- Room 2
- Room 3
Here’s the flow:
1. Staff 1 selects Room 1 and calls the next person in the queue — service starts in Room
2. Staff 1 then switches to Room 2 and calls another visitor — service starts in Room 2, while Room 1’s queue continues to be active.
3. The system keeps track of the active queues in each room.
4. When Staff 1 switches back to Room 1, the panel automatically displays the ongoing queue, allowing the staff to continue serving without disruption.
This way, service across multiple counters stays organized and efficient.
Example Use Cases
Hospital
A nurse might be managing two departments — Cardiology and Dermatology.
With Multi-Counter Call Management:
- The nurse can view the number of visitors waiting in each department.
- She can call patients to Cardiology, then switch to Dermatology, and call the next patient there.
- The queues remain live in both rooms, ensuring smooth service.
This helps balance workload and reduces wait times across departments.
Corporate Office
Consider an HR executive managing interviews for multiple positions across different rooms:
- The HR staff can call candidates to the first available interview room.
- If one room is free, they can switch to that counter and call the next candidate waiting.
- The queues in each interview room remain active and visible.
This helps in managing high candidate turnout more effectively. Avoiding idle counters by dynamically distributing candidates.