Queue Widget for face-to-face customers

Liberty Create
1

Good afternoon all -

I’m looking into creating a widget for queueing. we have a number of customers who will visit us face-to-face, and our existing queueing system is done manually by providing laminated numbers when a customer requests to speak to a specific department. The agent then calls the department and lets them know someone is waiting, and the number provided them, and they will then come down and call the number and start their meeting.

This is prone to issues where we have no way of effectively monitoring how long it takes to get answered.

To improve the customer journey, I’m considering leveraging the liberty create system to build a solution. something like a widget that would generate a number when the desk agent has selected which department is required, this then sending an email to the relevant department with the customer details and number, and a timer starting at this stage to work to a 15 minute SLA. when this is breached, a reminder email sent or similar to the relevant department . the department member can update they’ve met with the customer, and this is then closed.

Is this feasible? I’ve looked at a process map for this and it looks straightforward, but I’ve hit a wall so any advice appreciated

2

Hi Scott - that sounds perfectly feasible as a solution for Create to me.

I would expect you’d need some kind of form, that creates a new case object, with a simple process for:

  1. Case created and linked to a department - automatically generate a number for them. It might be a simple auto-reference that will increment every time, or you might do something more dynamic so it resets every day?
  2. Case is active, start a timer. If the timer exceeds SLA, send an email to the department email address.
  3. Case is closed when the department member enters the reference number into another form. There’s a few ways they might have access to this, it depends what you’ve already got available…

Over time I’m sure it could develop all sorts of bells and whistles, but the fundamental request sounds straightforward. What is it you’re stuck on?