📚Service Models and Flow

Exploring common service flows.

This document describes typical service models supported by Cubu.

Walk-in Service

Single Queue / Single Agent

• Customers form a single queue and wait to be served.

• Multiple service agents are available to serve customers from this single queue.

• The next available agent serves the next customer in line.

• It is commonly used in settings like customer service centers or retail checkout counters.

Single Queue / Single Agent

Single Queue / Multiple Agents

• Customers form a single queue and wait to be served.

• Multiple service agents are available to serve customers from this single queue.

• The next available agent serves the next customer in line.

• It is commonly used in settings like customer service centers or retail checkout counters.

The benefits of this model include fair service allocation, efficient agent utilization, scalability, high customer satisfaction, and simplified management.

Single Queue / Multiple Agents

Variation: Using Automations

Automate case processing by adding an inbox automation triggered by predefined events, handling selected cases based on their values and tags. Use it to send messages, set field values, add/remove tags, and move cases to other inboxes.

Learn more: Automation

Using Automations

Moving Case to Another Inbox

Cases may need to be handled by multiple users before they can be resolved. Agents can transfer cases between inboxes. In this scenario, each inbox represents a step in the business workflow.

Learn more: Routes

Moving Cases Between Inboxes

Appointment-based Service

Single Calendar / Single Agent

This is the basic appointment scenario:

• A single daily calendar is created for the service, representing a single agent.

• When customer checks in for their appointments, they enter the inbox's queue.

• A single agent processes the cases in the inbox.

Single Calendar / Single Agent

Single Service / Multiple Calendars / Multiple Agents

In this scenario, multiple calendars are created for the service on the same date, representing multiple agents.

A separate queue is maintained for each calendar, with a single agent processing the cases in the inbox.

Single Service / Multiple Calendars / Multiple Agents

Single Service / Multiple Calendars / Single Queue / Multiple Agents

In this scenario, multiple calendars are created for the service on the same date, representing multiple agents.

When customers check-in, they enter a single queue, which multiple agents process.

The benefit of this model is that while the calendars govern the number of appointments and their distribution throughout the day, customers are served by the first available agent, which improves throughput and potentially lowers waiting time.

Use this model when it does not matter which agent served the customer.

Single Service / Multiple Calendars / Single Queue / Multiple Agents