Walk-in Services Settings
Last updated
Last updated
The following settings are specific to walk-in services.
In this section, you can configure the required data to enter when a new case is created for the service using the Portal or Kiosk.
The options are:
Require customer identification: A customer record is linked to the case record. When an agent creates a case using the Agent Console, the agent must select a customer record. When a customer creates a case using a Portal or a Kiosk, the customer must identify himself using the method defined by the Customers' table.
Require phone number: The agent or the customer must enter a valid phone number. The phone number is stored as the case's contact number and can be used to send SMS messages to the customer.
Verify the self-service phone number with a one-time password: Check this box to send an OTP to the customer via SMS and require the customers to enter the OTP to queue up.
Require email: The agent or customer is required to enter a valid email. The email is stored with the case as the contact email and can be used to send emails to the customer.
In this section, configure where cases created for this service are placed.
Target inbox: An inbox in the current unit where new cases will be placed.
Initial case status: A new case is usually created in the Waiting status. Choose the Pending status if additional work is required before the case can be processed.
Position in queue: Determines where in the queue to insert the case. The default position is End of Queue, but you can also position the case at the beginning of the queue or in a specific position.
Enable manual creation of cases: Check this box to allow the agent to create cases for this service from the Agent Console.
Prevent adding duplicate cases to the queue: Check this box to prevent adding multiple cases with the same customer ID, phone number, or email.
When a new case is created, it is assigned a number. The number is used to identify the case/customer easily and when calling the customer for service. Ticket numbers are generated automatically in sequential order and may include a prefix and suffix.
Different prefixes and number ranges for different services prevent confusion when customers wait in the same area for different services.
The Ticket Numbering dialog allows you to configure the following information:
Prefix/Differenthe first ticket number to generate.
End: The last number to generate. When this number is reached, the system returns to the Start number.
Reset time: The time of day to reset ticket numbers. Usually, this is set to midnight, meaning the ticket numbers are reset at the beginning of each day.
