Supervisor Guide. Q-Flow 5.7 Appointments System

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1 Supervisor Guide Q-Flow 5.7 Appointments System Revision 03/19/2015

2 Table of Contents Table of Contents Introduction... 2 Special Dates... 3 To Add A Special Date:... 3 Calendar Management... 6 To Lock A Calendar:... 6 Viewing The Calendar Transactions Log... 8 Freeing Up & Reserving Time Slots... 9 Applying A No-Show To A Customer s Record To Apply No-Show To A Customer s Record Reports Available Reports Accessing Reports Recent Reports Favorites How to save a report as a favorite Running a Report from Favorites Exporting a Report Introduction The Q-Flow Appointments System features calendars for various appointment types that can be scheduled through the WisDOT web appointments site by customers or more directly through the Q- Flow web interface by WisDOT employees. This manual will detail the role of supervisors whose primary responsibilities include: Setting up special dates where the office is not usually open to the public Locking & reorganizing calendars Viewing calendar logs Freeing up & reserving time slots in a calendar Applying a No-Show to customer s record Reports 2

Special Dates Special dates such as holidays are inherited from the organizational level and inherited by any calendar services contained within.

For Supervisors, Special Dates are to be created and used when an office will be open to the public on a day that is not a regular working day for that office.

3 Special Dates Special dates such as holidays are inherited from the organizational level and inherited by any calendar services contained within. No matter what schedule is selected for a calendar service; the business hours are the final determining factor for successful calendar generation. For Supervisors, Special Dates are to be created and used when an office will be open to the public on a day that is not a regular working day for that office. In addition, travel location offices need to have the special date added when they are open to the public. It is recommended that those dates get added in September for the following year. To Add A Special Date: 1. Navigate to Management Working Hours: 2. Navigate to the Customer Service Center Alma in the left-hand menu and then select the Special Dates tab: 3

4 3. Set the From Date and To Date to 1/20/2015 : 4. Scroll down to add the working hours for the day and verify that the This is a workday checkbox is checked: 4

In addition to specifying a date range, you can change the dropdown filter to

5 5. Scroll back up and click the Save button in the middle of the screen. Note: Only special dates in the Date Range will be listed by default. In addition to specifying a date range, you can change the dropdown filter to Expired to show all special dates in the past and set it to Non-expired to show all special dates in the future: 5

Reorganizing a calendar means to add more slots for appointments as well free up or reserve existing ones.

6 Calendar Management Supervisors are responsible for locking and re-organizing calendars. Locking a calendar prevents the addition of any new appointments while still allowing the cancelation of existing ones. Reorganizing a calendar means to add more slots for appointments as well free up or reserve existing ones. Both locking and reorganizing are performed from the Calendar Management panel. To Lock A Calendar: 1. Navigate to Management Calendar Management: 2. Select the calendar from the left-hand tree and then select the Change Status tab: 6

Note that the date color changes to gold once locked: 4.

7 3. Specify a date range to lock (for instance, the current date), supply a locking reason from the dropdown menu, and then click Lock. Note that the date color changes to gold once locked: 4. Scroll to the bottom of this page to verify the result of your locking attempt. The Message entry should say Success : 7

8 Viewing The Calendar Transactions Log As a Supervisor, you will likely want to monitor the changes to any of your calendars. To do this, you may view the Log tab from Management Calendar Management: Here you can see all actions listed by time and date of occurrence taken for the currently selected calendar. It also displays the agent who executed the action for auditing purposes. 8

9 Freeing Up & Reserving Time Slots When viewing a calendar, supervisors and team leaders can free up and reserve any current or future time slots by simply clicking on them to open a small actions menu: 9

10 Applying A No-Show To A Customer s Record If a customer fails to appear for a scheduled appointment, supervisors and team leaders have the option to manually apply this event to the customer s record from Q-Flow. The No Show should be applied at the end of the day. The following tutorial demonstrates how to do this. To Apply No-Show To A Customer s Record 1. Navigate to Management No Show: 2. Navigate to your customer service center, select the date, and then click search: 10

11 3. All appointments that were not enqueued within the tardiness interval will appear: 4. Check all the customers you wish to mark as No-Show in the list and then click Send to WISDOT to record this on their exam record in DMV Suite: 11

Available Reports Calendar Analysis Appointment Weekly Calendar Counts Appointments Booked and Available by Unit Appointments by Appointment Date Appointments by Scheduled Date

12 Reports One of Q-Flow s greatest strengths is its ability to generate reports to assess workflow volumes and customer behaviors. In this section you will learn how to generate standard reports and export them into familiar file formats such as Excel. Available Reports Calendar Analysis Appointment Weekly Calendar Counts Appointments Booked and Available by Unit Appointments by Appointment Date Appointments by Scheduled Date Individual Appointment Views Service Waiting List Unit Daily Appointments List Accessing Reports Navigate to Management Info Center: The first grouping of reports will be expanded by default. In this case, Calendar Analysis is expanded. To expand Individual Appointment Views, click on the grouping name. 12

13 There are 3 tabs across the top: All Reports, Recent and Favorites. All Reports has the default parameters for all available reports. Recent reports lists up to the last 10 that you ran with parameters. Favorites allow you to save a specific report and run it as needed. Recent Reports The last 10 reports that have been run will be in the Recent tab. To run a recently run report, click on View Report. Once more than 10 reports have been run, the one on the bottom will drop off the list. Favorites How to save a report as a favorite 1. Select the desired report and select the report parameters. When ready, click on View Report 2. Selecting Add to My Favorites will keep this report easily accessible for future use 3. Once a report has been added as a favorite, to access the report, select the My Favorite Reports link 13

If you no longer want the report as one of your favorites, select Remove Exporting a Report There are several different

14 Running a Report from Favorites 1. Go to the Favorites tab 2. Select the View Report link to re-run the report 3. The report will populate with information as of that point in time 4. If you no longer want the report as one of your favorites, select Remove Exporting a Report There are several different outputs available for report data: PDF and Excel are the most commonly used. The example below shows how to save data to Excel. 1. With the report data visible select the Export button. 14

15 2. From the drop down list choose Excel. A pop-up will appear asking you what you would like to do. Click on the dropdown arrow next to Save and choose Save As 3. Choose a location to save the report and rename it if you choose 4. The report can now be opened in Excel and additional calculations done 15

Field and Phone Center Staff Manual Q-Flow 5.7 Appointments System

Field and Phone Center Staff Manual Q-Flow 5.7 Appointments System Revision 04/20/2015 Table of Contents Introduction... 2 Appointment Wizard... 3 To Create An Appointment... 3 To Reschedule An Appointment...