Fuhr Software, Inc. LobbyCentral. Version Copyright Fuhr Software, Inc.

Transcription

1 Fuhr Software, Inc. LobbyCentral Version Copyright Fuhr Software, Inc.

2 Compatible Web Browsers Compliant Web Browsers Internet Explorer 9.0 or higher (IE 8 is no longer a supported browser ) Google Chrome 14 or higher Firefox 9+ When using Internet Explorer, be sure that Compatibility Mode is turned off or LobbyCentral will not work properly. Internet Explorer 8.0 or lower is not supported. LobbyCentral may not work properly when using a listed compliant web browser. 1 P a g e

3 USER MANUAL 2 P a g e

4 Operation Mode LobbyCentral can operate in one of two modes: Customer Check-In or Visitor Sign-In/Sign-Out. The differences between these two modes are discussed below. Please see Administration, Setting System Options and Administration, Kiosk Settings to set the operating mode and options. Customer Check-In This mode is used to check-in customers that need to meet with an employee for service. In this mode both customer wait-time and service time are tracked. The customer's name and visit reason are entered into the system at the kiosk or by a receptionist. Employees receive check-in notifications and can view and take waiting customers from the queue. This is the default operating mode of LobbyCentral. Please see pages 5 through 19 for information on how to use this mode. Visitor Sign-In/Sign-Out (or Visitor Management Mode) This mode is used to sign in visitors at your facility. A visitor is not considered to be a customer. In this mode, the only time tracked is Time In and Time Out. The visitor's name, reason for visit, and requested employee are entered into the system at the kiosk or by a receptionist. The host employee (meeting with the visitor) will receive an notification after the visitors signs in. Visitor Signing Out You can configure LobbyCentral to immediately sign-out the visitor after sign-in or the visitor can signout at the kiosk. Please see page 20 for information on how to use this mode. 3 P a g e

5 Logging In / Logging Out The Sign-In page is used to access the Employee Portal, Customer Kiosk, and the QMonitor applications. Logging into the Employee Portal: 1. Go to 2. Select Employee Portal (default). 3. Type in your username and password. 4. Enter your Company ID. 5. Check the box to remember your company ID (optional). 6. Check the box to keep you logged in for 12 hours (optional). 7. Click Sign-In. If you have forgotten your password, click the Lost Password link to answer the security question that you created and set for your account. First-Time Login When logging in for the first time, you will be prompted to change your password and to create a security question. The Security Question is used to reset your password. Logging Out It is important that you log out of LobbyCentral when you leave the office for the day. This helps keeps the User Board information accurate. To log out, click the Logout link located in the top right corner of the screen. Multiple Locations If your account has been assigned to work multiple service locations, the Location window will be shown during log in. Select the service location and click OK. Logging into the Kiosk: You can log into the kiosk either by using the same login procedures at the Employee Portal or by clicking App Center in the blue menu bar. If logging in using the login page, select the Customer Kiosk option. 4 P a g e

6 If logging into the Kiosk through App Center menu, enter your Company ID and a valid username and password. If more than one location is defined, you will also need to select it from the list. 5 P a g e

7 CUSTOMER CHECK-IN This section pertains to the Customer Check-In operation mode 6 P a g e

8 Service Requests Screen The Service Requests screen displays the customers that are waiting for service, as well as appointments, and the User Status area. The screen is divided into sections which are described in more detail below. Queues The Queues section located on the left side of the screen, shows the service queues that you are assigned to monitor. The queue s name is displayed with the total number of customers that are waiting for service in that queue. If you are assigned to more than one queue, you will also have a queue called All. Selecting this queue displays all of the customers that are waiting. To view the list of waiting customers, click the name of the queue. If you are assigned to only one queue, the waiting list is automatically loaded. If your system is configured for Lobby and Contact queues, you may see two queue lists. The Lobby queue list will always be displayed first, followed by the Contact queue list. Queue Type In LobbyCentral, there are two types of queues: Lobby and Contact. Lobby Queues Lobby queues are used to hold walk-in customers that are present at your location. 7 P a g e

9 Contact Queues A contact queue manages customer service requests that are not present. For example, a call center. Joining a queue To join a service queue, click the "+ Join Queue" link and select the queue from the list. Note that this feature may be disabled by the Administrator. If the feature has been disabled, only an Administrator can join your account to a queue. Waiting List The waiting list section is located on the right side of the screen, at the top and displays the customers that are waiting. To view waiting customers, you must be a member of the queue. The list will display the name of the queue that is being viewed. To view another queue, click on the name of the queue in the Queue list. Customers are listed in order of latest arrival and should be taken out of the queue using the First In, First Out (FIFO) process. The administrator can enforce the FIFO rule to ensure that customers are taken in order of arrival. If FIFO mode is enabled, the system will prevent you from taking a customer out of turn unless: 1. You are taking a customer that is assigned to you. 2. The next customer in line is waiting for a specific employee. To take a customer from the queue, click the customer s name. To edit the customer s request, click the Edit icon at the far right. Note, you can only edit a request if you are the original creator or have supervisor or administrator rights. 8 P a g e

10 Overdue Tickets If a customer waits beyond a defined time limit, the customer s record in the list will turn red and another alert is sent. The administrator can control the maximum wait time in the Administration section. Requests Indicating Special Services If a service ticket is assigned one or more special services, these will appear in the queue as an icon next to the service description. Each special service option will have a different icon. Use the mouse to hover the cursor over the icon to view the description of the item. Hidden Service Detail The administrator can turn off the Service Requested column. If this column has been hidden, you will see Hidden by Administrator as the name. When the service description has been disabled, you must take a ticket from the service queue to view the description. Editing or Deleting a Pending Request To change the details of a pending request or to delete it, click the Edit icon located to the right of the customer s elapsed wait time. 9 P a g e

11 When a request is being changed, it will be removed from all user s displays. In-Service List The In-Service list section is located on the right side of the screen, at the bottom. It displays customers that are being assisted at your location. This list displays all requests, regardless of the current queue wait queue that is being viewed. A supervisor or administrator can edit In-Service tickets to close out a ticket if necessary. My Status The My Status section located on the left side of the screen allows you to change your status to Available, Away, or at Lunch. The text field under the status selection is used to provide a custom Away message. The In and Out buttons provide a quick way to change your status to Out of Office or Available. The Out button will change your status to Away with a message of "Out of Office". The In button will remove the message and set your status to Availble. Appointments The last two sections on the left side of the page are used to display Appointment information. The My Appointments section will show requests that have been scheduled to meet with you. The Appointments section will show requests for location. 10 P a g e

12 To check in an appointment arrival, click the Check-In icon next to the appointment. To edit an appointment, click the Edit icon. 11 P a g e

13 Checking in a Customer A customer can either check-in at a kiosk or a user can create the check-in request for the customer. If the customer has an appointment, see Checking in an appointment. You can also use the LobbyCentral Mobile ipad app to check-in a customer. See To check-in a walk-in customer: 1. On the Service Requests screen, click New Request. 2. Enter the customer s full or partial name, phone number, or account ID. 3. Click Continue. 4. Select the appropriate customer from the list or click New Customer. 5. If shown, select the Queue Type. 6. If shown, select the service queue. 7. Select the reason for visit. 8. (optional) Enter comments. 9. (optional) Complete custom fields. 10. (optional) Select the employee requested by the customer. 11. (optional) Select additional options for the request. See Options below for more information. 12. Click Submit. 12 P a g e

14 Queue and Request Type These fields will only be displayed if you have more than one queue defined. Custom Fields The administrator can create custom check-in fields that are either in the form of input or drop-down fields. In the above example, Affiliation and Housing Location are custom drop-down fields. Custom fields may also be defined as required, which requires input or a selection. 13 P a g e

15 Referred By If the administrator has turned on request referral, the Referred By field will available when creating a request. This field is used to indicate the employee that referred the customer for purposes of report tracking. Options The options list at a minimum will have the Assign this request to me option. If the administrator has created Special Services, these will also appear in the options list. See Special Services in the Administrative section. The Assign this request to me option will immediately assign the request to your user account after it is created. A check-in notification is not sent when this option is selected and the request will appear in the In-Service list. To check-in an appointment: 1. If the customer s name appears in the Appointment s section, click the appointment check-in icon next to the customer s name. 2. If the customer s name is not shown, click View All to perform a search. Using an ipad to Check in a Customer The LobbyCentral Mobile app available for the Apple ipad is a free app that you can download from the itunes store. Using LobbyCentral Mobile, you can connect to your LobbyCentral server to check-in and check-out customers. Contact your LobbyCentral administrator for more information about using LobbyCentral Mobile. 14 P a g e

16 Handling Check-Ins Customers that are waiting for service are shown in wait queue. The administrator may have created more than one service queue to organize requests by department. When a new request has been added to the queue, you will receive an alert if you monitor the queue that was updated. Once a user takes a request from the queue, all other user s queue displays will automatically refresh to show that the request has been handled. Certain rules apply when taking a service request: 1. If the administrator has enforced FIFO (first in, first out), you must take the next waiting request. 2. You can take any request that is assigned to you. 3. You can take the request following a request that is assigned to another user. To take a pending service request: 1. Select a queue from the Queues list to view the pending customer requests. 2. Take the request by clicking the customer s name. After taking a request, the next action will depend on how the administrator has configured LobbyCentral. If Multi-Request Handling is turned off: Taking the service request will open the Work Record window. While the Work Record window is displayed, you cannot take another pending service request. This scenario is most common in a one on one customer service department where the employee works with the customer until the service is completed. If Multi-Request Handling is turned on: Taking the service request will move it to an In-Service status but the Work Record window will not be shown. Because the Work Record window is not open, you are free to move another customer to In-Service. This scenario is most common where a receptionist is moving the customer to an area to be assisted by another employee. For example, in a medical office. When the customer s service has been completed, the Work Record is opened and the service is marked completed. To open the Work Record window, click the customer s name in the In-Service list. 15 P a g e

17 Callout Numbers If your organization has compliance polices that do not allow calling a customer by name, you can use the Callout Number feature to generate a number. When a user takes a waiting customer, the callout number is displayed on the user's screen. If you are using the QMonitor software, the callout number is also displayed in place of the name. See QMonitor for more information about display settings. To turn on the Callout Number feature, go to Administration, Kiosk Settings. Even if you are not using the kiosk, the option must be enabled for user assisted check-in. Work Record (Check-Out Window) The Work Record, or check-out window, displays the details of the request and is used to close, transfer, or abandon the request. 16 P a g e

18 Request Details This section displays the basic details of the request, including custom fields and text field to enter closing comments. Help Card This section displays a longer description of the service the requested service. Interest Tracking Note: If the administration has disabled the Item Tracking feature, this section will not appear in the Work Record. The Product Interest section is used to keep track of additional products or services that were offered to the customer. Also known as Cross-Sell, you can indicate which items were offered to the customer, etc. The Product Interest items, column choices, and the comments are customizable through Administration. You can also change the title from Product Interest to a description of your choosing. See Customizing the Item Tracking Feature in the Administration portion of this manual. Request Actions Check-Out Transfer Reassign Closes the service request and records the check-out time. Closes the service request and moves it to a new queue. Shown only if you have more than one queue. Moves the request to a new queue but does not close it. Shown only if you have more than one queue. 17 P a g e

19 Delete Return to Queue Abandon Add Service to Ticket Deletes the request. Only an administrator or supervisor can delete a request. Changes the request status to Pending and returns it to the wait queue. Changes the request status to Abandoned and closes the requests. Adds a new service to the request. See next section. 18 P a g e

20 Adding Additional Services to a Request If more than one service is provided, you can add these to the service request to provide a more accurate reporting of that customer s visit. To Add a Service: 1. In the command list, click Add Service. 2. Select the service from the drop-down menu. 3. Click Add Service. 4. Confirm that you want to add a new service. Note that the administrator can disable time tracking on the individual services in Administration. If time tracking is disabled, the worked services will appear without Time Start and Time End columns. If Checking-Out the Customer When the service has been completed, enter any closing comments and then click the Check-Out button. This will close the customer's request and record the time it was completed. 19 P a g e

21 Appointments Appointments are service requests that are scheduled for a specific date and time. You can create an appointment for any location and assign an employee to the request. If the employee assigned to the appointment has the Desktop Notifier widget installed, a notification is displayed when the customer checks-in. To create an appointment: 1. On the Service Requests screen, click New Appointment. 2. Enter the customer s name to search on or click Continue. 3. Enter the details for the service request. 4. Click Save. To view / edit scheduled appointments: 1. In the menu, go to Search, Appointment Search. 2. Select the date range and/or person to search by. 3. Click Change to view or change an appointment. You can also edit an appointment under Appointments on the home screen. New Appointment Notification If LobbyCentral is configured to send and user accounts are configured with an address, an ical attachment of the appointment will be sent by . Opening this attachment will create an appointment on the user s calendar if it supports the standard ical format. 20 P a g e

22 VISITOR MODE This section pertains to the Visitor Sign-In/Sign Out operation mode 21 P a g e

23 Visitor Management Mode The visitor management system is a much more simplified when compared to the Customer Check-In mode. In VMM, the visitor is signed in and then signed out. Optionally, the visitor can sign out at the kiosk if this feature is enabled under Kiosk Settings. When using LobbyCentral in this mode, typically only the receptionist is logged into the system. Host employees will receive an after a visitor is checked into the system. To check-in a visitor: 1. Click Add Visitor. 2. Type in the name and click Continue. 3. If the name is found select it from the list or click New Visitor. 4. Select the Department (queue). 5. Select the host employee or Not Applicable. 6. Select the visit reason. 7. Enter any comments. 8. Click Submit. To check-out a visitor: 1. In the Visitors list, find the visitor's name and click Sign-Out. 2. Enter any closing comments, and click Sign-Out. To delete a visitor: 1. In the Visitors list, find the visitor's name and click Delete. 2. Confirm that you wish to delete the visitor. Deleted visitors are permanently removed from the database and will not be available in reports. 22 P a g e

24 FEATURES 23 P a g e

25 LobbyCentral Notifications LobbyCentral uses several methods to notify users when a customer checks-in or is over-due. Browser Alerts On-screen alerts appear in the upper right-hand corner the web browser window and are accompanied by an audio chime. Alerts If alerts are enabled, an will be sent to all users that are members of the queue that received the check-in request. The administrator can enable this feature in the System Options section. See Configuring System Options in the Administration section of this manual. Desktop Alerts The Desktop Queue Notifier is a program that can be installed on your PC and allows you to receive check-in alerts, even if you are not logged into LobbyCentral. This program is similar to minimized window that the desktop client would display when the program was minimized. 24 P a g e

26 User Board The User Board shows a list of users at a specified location along with their current status. To View the User Board: 1. In the menu, click Tools. 2. Select User Board. Changing your User Status A user s status is automatically updated when taking or closing a service request. You can also change your status on the Home screen in the My Status widget. The different statuses are: Online User is signed into LobbyCentral Available User is signed in and available to take service requests. Unavailable / Away User is signed in but not available to take service requests. Lunch User is signed in and is out to lunch. To change your status: 1. Select a status option. 2. Type in an optional message. 3. Click Update Status. 25 P a g e

27 User Preferences The User Preferences screen allows you to update your , security question, change your password, and change your notification preferences. General Settings Mobile Phone Mobile Provider The address where notification alerts are sent (if enabled). The phone number where notification text alerts are sent (if enabled). The mobile phone carrier. If your carrier is not listed, please contact Security Question If you ever lose your password, the Security Question is used to reset your password. Select a pre-defined question or create your own question by selecting Custom. Enter the answer to the question selected. Try to use one word answers when at all possible. The security answer is not case-sensitive but it must be an exact match. Password To change your password, enter the new password and retype it in the confirmation field. Notification Settings Notification Plug In Check-In Alert Enables or disables the notification sound The plug in the browser uses to play the sound. HTML5 is recommended QuickTime is for browsers that do not support HTML5. For example, IE 9. Note IE 10 and higher now supports HTML5 audio. The sound to play when a customer check-ins. 26 P a g e

28 Overdue Alert The sound to play when a customer has waited beyond the maximum wait time set by the administrator. 27 P a g e

29 Fix Requests When pending service requests are not closed by the end of the day, these request s statuses are changed to expired. This means the customer s request was not handled by another user. LobbyCentral will display this message at the top of the Service Requests screen: This message will remain until the requests are resolved. To resolve expired requests: 1. Click Fix this Issue. 2. Update or Delete each request A Broken Request is a request that is missing information. The only action available for a broken request is to delete it. Broken requests are rare and only occur if the system experienced a glitch while updating that request. 28 P a g e

30 Search and Edit The search menu contains three types of search actions that can be performed: Search by Request Search by Customer Search by Appointment After locating the desired request, you can view and edit the details of that request. Note that you must have the ability to edit a service request. Otherwise, you can only view the details. To edit a closed service request: 1. In the menu, go to Search, Request Search. 2. Enter the search parameters. 3. Click the Detail link on the request you want to edit. 4. Click the Edit button. 5. Make the desired changes. 6. Click Save. When changing the date and time of service request, it is important that all fields agree with each other s time. For example: If the time the customer was taken is changed from 9:30 to 9:40, the worked service s start time must also be changed to 9:40. Explanation of the time slots: Work Tickets: Date Seen Time Seen Date Out Time Out Date the request was taken Time the request was taken Date the request was closed Time the request was closed Worked Services: Started Completed Time the service was started Time the service was completed 29 P a g e

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32 * Be sure that the start and end times for the services agree with each other! Deleting the Request You can delete a closed service request if you have Supervisor or Administrator rights. Once a request has been deleted, it cannot be recovered. To delete a service request: 1. View the details of the request to be removed. 2. Click Delete. 31 P a g e

33 Customer Management and History LobbyCentral retains all customer visit information until it is deleted from the system using the data purge utility program. How much data you retain is controlled by you. Customer Record At a minimum, LobbyCentral will create a record for each new customer containing the first and last name. There are additional fields in the customer record that can be maintained: Middle name Address Date of Birth Social Security Number Phone Mobile Phone Mobile Phone Provider (used for text message alerting) This information can be entered manually or you can use the Data Tools program to import customer records from a Comma Delimited formatted file. For more information about importing data, see Importing Customer Records in the Administration section of this manual. To view and/or edit a customer record: 1. Go to the Customer Search screen. 2. Enter the customer s full or partial name. 3. Click Search. 4. Find the desired customer and click Manage Customer. 5. Make the desired changes and click Save. Account ID Some organizations, such as a bank, use account numbers to identify their customers. You can add this information to a customer record to enable searching by account ID. If a customer s record contains one or more account IDs, a user can enter the account ID instead of the name when creating a customer request. The benefit to use account IDs is that it speeds up the check-in process. Account IDs can also be created during the Import Customer process. 32 P a g e

34 To view and/or edit a customer account ID: 1. In the customer record window, click the Account ID tab. 2. Click Add Account ID. 3. Enter the account ID. 4. (optional) Select the ID Type. 5. Click Save. ID Types are created by the administrator in the Lookup Tables. See Lookup Table Administration for more information about creating ID Types. Request History Service requests are attached to each individual customer record. This allows you to view the visit history for any customer. The Request History tab on the customer record will show all of the previous service requests that were created for that customer. To view a summary of that visit, click the View Record link. 33 P a g e

35 Dashboard The Dashboard provides real-time and historical information on activity and performance. Your account must have permission to access the Dashboard page. To access Analytics: 1. In the top menu, click Dashboard. 2. Click LobbyCentral Analytics. The Dashboard page is divided into five tabs: Current Activity Displays service activity information for a specified location. Staff Availability Service Lobby Service Levels Wait Time Visits by Hour Services Provided Waiting for Service In Service Users signed in grouped by status. Total requests that are pending and in-service. Total number of completed requests and average service times. Completed requests grouped by customer wait time. Completed requests by hour. Completed services grouped by description. List of customers waiting for service. List of customers in service. Closed Requests Displays a list of completed requests by location and date range. You can also filter by requests. Employee Performance Displays the total number of requests handled by each employee as well as total service time. Service Levels Displays the total number of requests handled by hour and provided services. 34 P a g e

36 Services Provided Displays the total number of requests by service description. 35 P a g e

37 Report Manager Reports provide information in table and graph format. Reports can be saved in a variety of formats including PDF, Word, and Excel. Your account must have rights to access the Report Manager. To run a report: 1. In the menu, go to Reports, Report Manager. 2. Select a report from the report list. 3. Click Run Report. Some reports contain options that allow you to filter report data. 36 P a g e

38 Visitor Center The Visitor Center manages individuals that are not customers and are present in your building. A visitor record can be generated as unscheduled or scheduled. To create a visitor record: 1. Select Visitor Center from the menu toolbar. 2. Click the New Visitor button. 3. Enter the visitor s first and last name. 4. Enter the visitor s company name, if applicable. 5. Choose if the visit is scheduled or unscheduled. 6. If this is a scheduled visit, enter the date, time, and location of the visit. 7. Select who is meeting with the visitor. Select Other if the employee is not a LobbyCentral user. 8. If desired, enter the purpose or reason for the visit. 9. Check the Print Visitor Badge box if you would like to print a visitor label. 10. Click Save. To sign out a visitor: 1. In the Visitors list, click Sign Out on the visitor to close. Printing Visitor Badges LobbyCentral can print a visitor badge label using a DYMO compatible label printer. The computer being used to print the badge must meet the following requirements: A compatible DYMO label series printer attached. A network printer is not supported. DYMO Labelwriter 8.4 software is installed. Internet Explorer 7 or higher with ActiveX allowed Badge printing is not supported in Firefox, Chrome, or Safari browsers. Printing is accomplished by using an ActiveX control that is installed with the DYMO 8.4 Label Software package. If the badge label does not print or you receive an error message indicating that a DYMO printer was not found, be sure that the control is Enabled in Internet Explorer and that Active X controls are allowed. To check that the DYMO ActiveX control is installed and enabled: 1. In Internet Explorer, go to Internet Options. 37 P a g e

39 2. Select the Programs tab. 3. Click Manage Add-Ons. 4. Select All add-ons in the Show list. 5. Select the plug-in named Plugin Class under Sanford, L.P. 6. Verify that the status is enabled. 7. If the control is disabled, click the Enable button. 38 P a g e

40 If you do not see a plug-in for publisher Sanford, L.P., you will need to reinstall the DYMO Label 8.4 software. To verify that ActiveX controls are allowed: 1. Open Internet Explorer and go to Internet Options. 2. Click the Security tab. 3. Click Custom Level 4. Scroll down until you see ActiveX Controls and Plug-Ins 5. Verify Run ActiveX controls and plug-ins is set to Enable. If the Custom Level button is disabled, you will need to contact your IT department. Custom Visitor Badge If you would like to customize the badge label to add your company logo or make other changes, contact sales@thinkfsi.com for a quote. You can use several badge label formats, which can be selected when printing the badge. 39 P a g e

41 ADMINISTRATION 40 P a g e

42 Administration The administration section of LobbyCentral is used to manage system users and other settings. To access Administration, you must have Administrator privileges. There are two administrative sections: Control Panel Contains functions to manage users, locations, queues, descriptions, and Data tables. System Administration Contains functions to manage licenses and other system options. To access Administration: 1. In the menu, click Tools. 2. Click Administration. When setting up LobbyCentral for the first time, you should do so in the following order: 1. Create locations. 2. Create users. 3. Create service descriptions. 4. Create service queues. 5. Configure Data tables. 41 P a g e

43 Location Management A physical building is represented inside LobbyCentral as a Location. Locations manage their own set of service queues. A user can access a service queue at any location, provided that the user has permission. A user cannot be logged into multiple locations at one time. A location is not necessarily a physical entity. For example, an auto dealership has a Service Department and Showroom that exist in the same building. However, for the purpose of reporting these two departments could be treated as individual locations. You may create as many locations as you like. Location Properties: Name Max Wait Time Time-zone Name of the location The maximum amount of time (in minutes) that the customer will wait before the request is considered over-due. The time zone the location is located in. 42 P a g e

44 To Add a New Location: 1. Under Settings, click Locations. 2. In Manage Locations, click New Location. 3. Enter the name of the location. 4. Set the maximum customer wait time. 5. Set the location s time zone. 6. Leave status set to Active. 7. Click Save. To Update a Location: 1. Under Settings, click Locations. 2. In Manage Locations, find the location to update and click Modify. 3. Make the desired changes. 4. Click Save. To Delete a Location: 1. Under Settings, click Locations. 2. In Manage Locations, find the location to update and click Delete. 3. Confirm that you want to delete the location. Note: You cannot remove a location once service requests have been created at that location. You also cannot remove a location if there are service queues or users assigned to it. If you are unable to delete a location, you can change its status to Inactive to prevent it from appearing in drop-down menus. 43 P a g e

45 Users To access LobbyCentral, users will need an account. User accounts can be configured to use the LobbyCentral login or Windows login, also called Single Sign-On. Single Sign-On requires additional configuration that must be performed by a member of your Information Technology department. Please see the document entitled Configuring LobbyCentral Single Sign-On. A user can access any location that their account has permission to log into. User Access Levels User Limited User Supervisor User can create and work service requests No longer used. Same access as User and can also delete and edit service requests. Administrator Same access as Supervisor and can also access Administration. User Properties Windows Login Username First Name Last Name Default Location Password Only used when Single-Sign is enabled. Account username. User s First Name User s Last Name User s . Required if you will be using the queue alerts or appointment notification. The user s primary or home location work location. Account password. Not used in Single-Sign On mode. 44 P a g e

46 To Add a New User: 1. Under Settings, click Users. 2. In Manage Users, click New User. 3. Enter a username 4. Enter the user s first and last name. 5. Set the user s default or home location. 6. Create a temporary password that the user can later change after login. Not used if a Windows Login is provided. 7. Click the Queues tab. 8. Select a Location. 9. Select a Queue. 10. Click Add Queue Access to give the user permission to work requests in the service queue. 11. Add additional queues or proceed to step Click the Security tab. 13. Set the user s Access Level. By default, this will be User. 14. Set the user s access permissions. See Access Permissions below. 15. Click Save. Access Permissions Enable Access to Report Manager Allows user to access the Report Manager. Enable Access to Analytics Allows user to access the LobbyCentral Dashboard. Allow a user to Delete Reports Allows a user to delete reports in Report Manager. Allow a user to Upload Reports Allows a user to upload custom reports in Report Manager. Enable User to Send Broadcast Messages Allows a user to send system wide message to all users. 45 P a g e

47 Show Pending Service Descriptions Allows a user to see the customer s service request in the wait queue. If this option is disabled, the user will see Hidden by Administrator in place of the service description. To Update a User: 1. Under Settings, click Users. 2. In Manage Users, find the location to update and click Modify. 3. Make the desired changes. 4. Click Save. To Delete a User: 1. In the user list, locate the user to remove and click Delete. 2. Confirm that you want to delete the user account. Note: You cannot delete a user account once it has been used to create or close a service request. If you are unable to delete a user account, you can change its status to Inactive to prevent it from being used. 46 P a g e

48 Service Descriptions Service descriptions are assigned to a service queue s drop-down menu when a new request is created. You can create one service description to be used in more than one queue. Service Description Properties Name Category Priority Status Help Card The name of the service. The name is limited to 100 characters. Used to organize descriptions into groups. Has no effect during check-in. No longer used. Indicates if the service description is available. Longer description of the service. There is no size restriction on the this field. To Add a New Service Description: 1. In the Settings menu, click Visit Reasons (Services). 2. Click New Service. 3. Enter the service description or visit reason. 4. Select the queue from the drop-down list and click Add to Queue. 47 P a g e

49 5. Select the service s category (optional). See Data Tables for more information. 6. Enter help card information (optional). 7. Click Save. Be sure that you add the description to a queue (step 4) or it will not appear in the list of options when creating a request at the kiosk. To Modify a Service Description: 1. Under Settings, click Service Descriptions. 2. In Manage Service Descriptions, find the service to update and click Modify. To Delete a Service Description: 1. Under Settings, click Service Descriptions. 2. In Manage Service Descriptions, find the service to delete and click Delete. 3. Confirm that you want to delete the description. Note: You cannot delete a service description once it has been used. If you are unable to delete a service, you can change its status to Inactive to prevent it from being used. 48 P a g e

50 Queues Service queues are used to hold pending customer requests in the order they were entered. There are two types of queues: Lobby and Contact. Lobby Queues A lobby queue contains service requests for walk-in customers and appointments. Contact Queues A contact queue contains service requests for customers that are not present. For example, customers that or call for assistance. A contact queue will only track time spent with the customer. Wait-time is not tracked because the customer is not present at the location. Queue Visibility Each location maintains its own set of service queues and are only visible to queue members. Queue membership can be assigned when editing a queue or user account. A queue can only be assigned to one service location. Queue Properties Name Type Location Status Name of the service queue that is displayed. The queue s type: lobby or contact. The location that the queue is assigned to. The status of the location. To Add a New Queue: 1. Under Settings, click Queues. 2. In Manage Service Queues, click New Queue. 3. Enter the name of queue. 4. Select the queue type. 49 P a g e

51 5. Set the queue s location. 6. Leave the status set to Active. 7. Click the Members tab. 8. From the drop-down menu, select each user that will monitor and work this queue and click Add User. 9. Click the Services tab. 10. From the drop-down menu, select each service description that is assigned to this queue and click Add Service. 11. Click Save. To Modify a Queue: 1. Under Settings, click Queues. 2. In Manage Queues, find the queue to update and click Modify. 3. Make the desired changes. 4. Click Save. To Delete a Service Queue: 1. Under Settings, click Queues. 2. In Manage Queues, find the service to delete and click Delete. 3. Confirm that you want to delete the queue. Note: You cannot delete a service queue once it has been used. If you are unable to delete a queue, you can change its status to Inactive to prevent it from being used. 50 P a g e

52 Data Tables Data tables contains custom descriptions that are used in various drop-down menus within LobbyCentral. Account Types Account types are used to identify an account number s account type. For Example: Student ID or Patient Number Product Interest Items Product interest items appear in the Work Record window inside the Product Interest section. This can be used to track the outcome of products that were offered to a customer during the visit. For example, a bank may use these section to track add-on products that were cross-sold. Text Messaging Providers A list of SMS formats used by major mobile phone carriers. For example: vtext.com. The Mobile providers list is used by the LobbyCentral Kiosk to allow customers to receive a text message after their request has been moved to an In-Service status. This is accomplished by sending an to the customer s phone number. Reminder Reasons These items appear in the drop-down menu when creating a Reminder. Currently, this function is only available in Service Center Desktop. Service Groups Service categories are used to group-related service descriptions. This is used for informational and organizational purposes only. Special Services Special services are used to indicate if the customer requires some type of special service or requirement. For example, if a customer requests an employee that speaks in his or her s native language. Adding/Updating Items in the Data Table The process for creating or managing Data table data is the same for each table. The exception is that Cross-Sell Items contain an additional field called Value. 51 P a g e

53 The cross-sell value field is used to assign a point value for incentive tracking purposes. To Add an Item to a Data Table: 1. In Settings, click Data Tables. 2. Under Manage Data Tables, select a table. 3. Enter the item name. 4. Click Save. To Update an Item: 1. In Settings, click Data Tables. 2. Under Manage Data Tables, select a table. 3. Find the item to update, and click Modify. 4. Make the desired changes. 5. Click Save. To Delete an Item: 1. In Settings, click Data Tables. 2. Under Manage Data Tables, select a table. 3. Find the item to remove, and click Delete. 4. Confirm that you want to delete the item. 52 P a g e

54 Custom Fields Custom fields can be added to the new request screen to obtain additional information from the customer during check-in. These fields are stored with the service request record and can be viewed in request history. Custom fields will appear on the mobile kiosk, mobile check-in, and web check- in screens. Custom Field Properties Field Name Screen Is Required Type List Items Name of the field that is shown on the screen. The screen the field appears on. Indicates if the a value is required for the field. The type of field, which also provides validation. Only displayed if the field type is Drop-Down List. Enter the list items, one per line. 53 P a g e

55 Custom Field Types Text URL U.S. Phone Drop-Down List Free-form field address (validated) Web address (validated) Phone number (validated for USA only) List of selectable options Field types that have validation will verify that the data entered is valid for the selected type. To Add a Custom Field: 1. From the administration menu, select Custom Fields 2. Click Add Field. 3. Enter the field name to be displayed. 4. If this field is mandatory, check the Is Required box. 5. Select the Field Type. If the selected type is Drop-Down List, enter one option per line in List Options. 6. Click Save. To Modify a Custom Field: 1. From the list of available custom fields, click Modify to change the field data. 2. Update the information. 3. Click Save. To Delete a Custom Field: Use caution when deleting a field as this will also remove any previous data. If you want to preserve the data that was previously captured for this field, update the custom field and uncheck the Enabled box. 1. From the list of available custom fields, click Delete. 2. Confirm that you want to delete the field and any data associated with the field. 54 P a g e

56 System Options System options contain features that affect the system in whole and should only be changed when there are no users logged in. Settings Customer Description Account ID Label Operation Mode Options Company Name Theme Name you use to identify your customer. i.e. customer, member, client, patient, etc. The label you use to identify "an account". i.e. account number, student ID, patient ID, etc. The mode LobbyCentral is operating in. See Operation Mode for more information. Settings to customize LobbyCentral. See Options for a detailed description of each option. The name of your business or practice. Changes the colors of the user interface. Item Tracking Enable Item Tracking Title Column1-5 Header If enabled, the Item Tracking section is displayed when working a request. The name of the Item Tracking section. The name of the outcome column. For example: Accepted, 55 P a g e

57 Operation Mode See Page 3 of this manual for a detailed explanation of the two modes. Customer Check-In Visitor Sign-In/Sign-Out Used to queue customers waiting for assistance. Used to track visitors in the building. Does not queue or track wait / service time. Also called Visitor Management Mode. Visitor Mode Options Options Sign-out Visitor on Departure Sign-out Visitor immediately Use First in First Out Rule Hide Other Service Track time for Add-On Service Show Help Card Hide Referred Option Check-In Alerts Enable Multi-Request Enable Instant Messaging The receptionist must sign-out the visitor or the visitor can use the kiosk, if that option is enabled. The visitor is automatically signed-out after signing in. Total visit time is not recorded because the in and out time are equal. Requests must be taken from the queue from oldest to newest. Prevents the option Other from appearing in the service dropdown list. If enabled, LobbyCentral will track the time worked for services added to the request. When creating a request, a link to the selected service s help card is displayed. Removes the Referred By option when creating a request. Sends an to the members of a queue after a request has been created. If enabled, taking a service request will not open the Work Record window and the request s status will change to In- Service. Enables the integrated chat feature. 56 P a g e

58 Kiosk Settings The web kiosk provides a self-service check-in system for your customers. It is accessed by a compliant web-browser or by installing the LobbyCentral Mobile ipad app. Support for Chromebook While you can use a Mac or PC to run the web kiosk, we recommend Google Chromebook. A Chromebook provides greater protection to your network. Because a Chromebook is essential just a web browser, there are no functions to access files, other computers, etc. Also, a Chromebook does not have the PC CTRL-ALT-DELETE key to reboot or close the kiosk. Titles The titles and sub-titles appear on each screen of the kiosk that can be customized. You can also add the customer or employee's name to the Completion title and sub-title by using the appropriate tag. $$CUSTOMER $$EMPLOYEE Placeholder for the customer's name Placeholder for the employee's name Example: Example 2: "Thank You $$CUSTOMER" will be displayed as "Thank You Bob" In Sub-Title, "$$EMPLOYEE will assist you shortly." will be displayed as "James will assist you shortly". Options Hide Check-In Options Screen Hide Account ID Field Generate Call Out Number If this option is selected, the kiosk s starting screen will be the Name screen. Appointment check-in will not be available in this option is selected. If this option is selected, the Account ID field will not be shown on the Name screen. If this option is selected, LobbyCentral will generate a number that is assigned to the customer's request. This number is displayed to the customer and the employee. When the customer is selected, the callout number will be displayed on QMonitor as well as the employee's 57 P a g e

59 screen. This allows the employee to call the customer by number instead of name. Hide Other Visit Reason Requested User... If this option is selected, the customer must select a visit reason. The Other Service (Not Listed) selection is not shown. This option works in tandem with the System Option setting, Check-In Notification to Queue Users. If this option is selected and the customer selects an employee during the check-in process, the is only sent to the requested employee. Visitor Management Mode Options These options only apply when LobbyCentral is operating in Visitor Management Mode. Hide Company Name field Hide 'Not Applicable'... Allow Visitor to Self Check-Out The company name input field is not displayed. Does not display 'Not Applicable' as an option in the requested employee drop-down list. Displays a button on the Check-In screen to allow a visitor to sign out by their last name. Note: Hide Check-In Options Screen option must be off. Also, automatic visitor sign-out in System Options must be off. Buttons & Drop-Down Lists Walk-In Check-In Title Appointment Check-In Title Appointment Button Requested Employee List The title of the button clicked when checking in without an appointment. The title of the button clicked when checking in with an appointment. Hide or show the appointment button. If the appointment button is hidden, only walk-in check-in is available. Hide or show the requested employee list which allows the customer to choose who they are meeting with 58 P a g e

60 Wallpaper You can replace the default Kiosk wallpaper (shown behind the input elements) with your own image file. The image resolution should match the device that the kiosk is running on. For example, if you are using the ipad kiosk app, be sure that the resolution matches the ipad s display requirements. Click on the What size should I use link to view the recommended settings. Disclaimer Message Allows you to enter in a message that the customer should read through and agree in order to check-in. When the message is displayed, the customer must check the box indicating that that he or she agrees to message. If the customer does not agree, the check-in request is not created. Leave this field empty to not show a disclaimer message. Legality Issues Please note that LobbyCentral does not record the customer's acknowledgement and may not constitute a legal binding agreement. Consult with an attorney regarding the use of electronic acknowledgement in place of a written signature before using this feature. 59 P a g e

61 Using the QMonitor Display QMonitor is a application that is used to display customers waiting for service, customers that have been called, and provides a notification alert to direct customers to a specific area. You will need a display, such as a PC Monitor or large LCD display, and a computer running Windows XP or higher. To start QMonitor: 1. Open a web browser (IE 8+ or Google Chrome). 2. Type in your LobbyCentral web server URL followed by /apps/qmonitor.aspx Example: 3. Select the service location to display. 4. Indicate if Color Coding should be used. 5. Accept or change the Scroll Boundary. 6. Click Submit. Customizing QMonitor Colors The standard color scheme for QMonitor is blue. However, this may be changed by editing the QMonitor Cascade Style Sheet located in c:\program files\fuhr software\lobbycentral\web\styles\qmonitor.css. If you make changes to the file, be sure to make a back-up copy. When applying LobbyCentral updates, the qmonitor.css file will be replaced, so you will need to copy your back up version to preserve your changes. Color Coding If Color Coding is active, QMonitor will display pending service requests in the color assigned to the Service Description. Scroll Boundary The scroll boundary indicates the maximum number of records QMonitor will display before it starts to scroll. You can adjust this number to fit the maximum display size of your monitor. 60 P a g e