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

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1 Field and Phone Center Staff Manual Q-Flow 5.7 Appointments System Revision 04/20/2015

2 Table of Contents Introduction... 2 Appointment Wizard... 3 To Create An Appointment... 3 To Reschedule An Appointment... 7 To Cancel An Existing Appointment... 9 Calendar Views To View A Calendar To View Multiple Calendars Simultaneously Customer Search To Find All Appointments A Customer Has How and When an Appointment Was Made Notification Requests Create a Notification Update a Notification Cancel a Notification Reminders 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 phone center staff whose primary responsibilities include: Scheduling appointments through the Appointment Wizard Rescheduling or cancelling existing appointments Searching for customers and their existing appointments Revision 03/18/2015 2

3 Appointment Wizard Upon logging into the system, you will be re-directed immediately to the Appointment Wizard New Appointment page. From here you can search for a customer by driver license or social security number: To Create An Appointment 1. Search by Social Security Number or Driver License to first identify the customer: Revision 03/18/2015 3

4 2. Once the customer is identified, their personal information will display. As a security check, ask the customer verify their zip code. Click the Next button in the bottom right corner to proceed: Note: The Customer ID is pulled forward from DMV Suite. 3. Select a type of appointment to check the customer s eligibility: Revision 03/18/2015 4

4. Select a service location that provides this type of appointment: Note: Once an appointment type is selected, the customer s eligibility date for that service will appear in the middle section of

5 4. Select a service location that provides this type of appointment: Note: Once an appointment type is selected, the customer s eligibility date for that service will appear in the middle section of this page in red. 5. Use the +/- buttons to change to a date that works for the customer. Then select a time for the appointment from the radio button list at the bottom. Click Next in the bottom right corner to continue: Revision 03/18/2015 5

6. Ask the customer how they would prefer to receive their confirmation and reminders. Enter details for the contact notification/reminder and then click Finish : 7.

6 6. Ask the customer how they would prefer to receive their confirmation and reminders. Enter details for the contact notification/reminder and then click Finish : 7. From the Summary tab, click Ok to return to the first menu in the Appointment Wizard or click Open Calendar to view the calendar. Note: Should you choose Open Calendar, you can navigate to Tools Appointment Wizard to return to the first page of the Appointment Wizard. Click the Home link in the upper left corner of the page to return to the Home page at any time. Revision 03/18/2015 6

To Reschedule An Appointment 1. Navigate to Tools Appointment Wizard and search for the customer by Driver License or SSN: 2. Ask the customer to verify their zip code.

7 To Reschedule An Appointment 1. Navigate to Tools Appointment Wizard and search for the customer by Driver License or SSN: 2. Ask the customer to verify their zip code. In the Future Appointments panel, locate and select the appointment you wish to reschedule: 3. Select Reschedule in the Appointment Tasks panel: Revision 03/18/2015 7

8 4. Select a new appointment date and time and then click Next : 5. Verify that the new date will work for the customer and then click Finish : Revision 03/18/2015 8

9 6. From the Summary tab, click OK to return to the Appointment Wizard or click Open Calendar to view the Calendar: Note: The original appointment is listed in the lower right panel for quick reference. To Cancel An Existing Appointment 1. Navigate to Tools Appointment Wizard and search for the customer by Driver License or SSN: Revision 03/18/2015 9

10 2. In the Future Appointments panel, locate and select the appointment you wish to cancel: 3. Select Cancel Appointment from the Appointment Tasks panel: Revision 03/18/2015 1

11 4. Confirm that the customer wants to cancel the appointment and then click OK : 5. A green message stating The appointment has been canceled will display at the top of the Appointment page: Revision 03/18/

Calendar Views In Q-Flow, each appointment type is associated with a type of calendar service. Q-Flow s calendars are created for each service provided at a customer service center.

12 Calendar Views In Q-Flow, each appointment type is associated with a type of calendar service. Q-Flow s calendars are created for each service provided at a customer service center. All appointments appearing in a calendar will be for the same calendar service. In particular, a Class D calendar will only show Class D appointments and a Class M calendar will only show Class M appointments. Note: Some calendar services have more than one type such as Special Exams. These calendars will display both special exam and oral exam appointments. To View A Calendar 1. Navigate to Tools Calendar: Revision 04/20/

13 2. Expand the Grouped by Unit folder, WISDOT, region, station, and then select the appropriate calendar service: 3. Change the view to Week to see which days these appointments are offered: Revision 04/20/

14 Reference the following diagram for the calendar interface: Revision 04/20/

15 To View Multiple Calendars Simultaneously 1. Select the Multiple view: 2. Select additional calendars in the My Calendars panel to view multiple calendars simultaneously: Revision 04/20/

Customer Search Q-Flow features a search tool that can be used to pull personal contact information for the customer as well as list all existing appointments for that customer (future and past).

16 Customer Search Q-Flow features a search tool that can be used to pull personal contact information for the customer as well as list all existing appointments for that customer (future and past). Though you can quickly view future appointments from the Appointment Wizard by identifying a customer, the Customer Search tool will provide more comprehensive information. Note: This search feature will only pull customers that have been created in the Q-Flow database. It is not tied to DOT s customer database. To Find All Appointments A Customer Has 1. Navigate to Tools Customer Search: Revision 04/20/

17 2. From here, you can search by Customer Number (CID), Last Name, First Name or some combination of all three or partial of either first name or last name: 3. Select the customer from the list of results and then click the Cases tab to view all their appointments: Revision 04/20/

4. This displays a list of appointments made by Q-Flow for the customer. By default, the filter is set to All which will list all appointments past and future, scheduled or canceled.

18 4. This displays a list of appointments made by Q-Flow for the customer. By default, the filter is set to All which will list all appointments past and future, scheduled or canceled. Use the dropdown menu to change this if necessary: How and When an Appointment Was Made 1. Select an appointment and go to the Steps History section In this example the appointment was scheduled by Lynn Nachreiner on 3/16/2015 at 2:11:04 PM. In the case where the customer schedules their appointment online, the Agent will be listed as WEB. Notification Requests A Notification Request allows a customer to be made aware if an appointment is available sooner than their currently scheduled appointment. Rules have been implemented to make sure the customer is not made aware of appointments earlier than their eligibility date or be notified of appointments within 24 hours of their appointment. If the customer reschedules their appointment, notifications are stopped automatically unless a new notification is created. The customer will be notified of available appointments via the method they selected when setting up their appointment. Revision 04/20/

19 Create a Notification 1. In the Appointment Wizard, identify the customer to validate they have an appointment. 2. The customer has an appointment. Select the customer appointment to continue. If the customer does not have an appointment, verify that customer would like one setup. Revision 04/20/

3. The customer would like an earlier appointment, but at this time there is nothing available. Click the New request for an earlier appointment link in the Appointment Tasks panel. 4.

20 3. The customer would like an earlier appointment, but at this time there is nothing available. Click the New request for an earlier appointment link in the Appointment Tasks panel. 4. Note the Start Date and End Date in the Request panel. The Start Date will default to today s date and the End Date will default to the day before the scheduled appointment. There should be no reason to update these dates. Revision 04/20/

21 5. Create a notification by using By service type. By selecting the radio button. By choosing By service type, the customer will be notified of any appointment that becomes available within any of the lines of appointments for a specific Service Center and service type. NOTE: If Specific service is used, the customer will not get a notification. 6. Open the dropdown box next to Look Under Unit. Select the correct region and then the service center that the customer would like the notification sent from Note: If only a region is selected (no service center selected) a notification will not be sent Revision 04/20/

22 7. Open the dropdown box next to For Service Type and choose either Class D or Class M, depending on what type of skills test the customer is taking. Do not select Special or Oral Exam. 8. Select Save located at the top of the window 9. The system will acknowledge that the notification was saved successfully. Revision 04/20/

23 Update a Notification 1. In the Appointment Wizard, identify the customer. Select the Notification that has already been created for the customer. 2. Make the necessary changes to the customer s notification under By service type Revision 04/20/

24 3. Select Save located at the top of the window 4. The system will acknowledge that the notification was saved successfully. Revision 04/20/

25 Cancel a Notification 1. In the Appointment Wizard, identify the customer. Select the Notification that has already been created for the customer. 2. Select Cancel located at the top of the window Revision 04/20/

3. Message box will display asking to verify that the notification should be cancelled.

The system will acknowledge that the notification has been cancelled Reminders 1.

This will force the operator to choose a specific Line at a station.

Always create the notification By service type. 2.

26 3. Message box will display asking to verify that the notification should be cancelled. Select OK 4. The system will acknowledge that the notification has been cancelled Reminders 1. Do not add a notification using the Specific Service option. This will force the operator to choose a specific Line at a station. If a new line of road tests is opened, the customer will not get a notification. Always create the notification By service type. 2. Do not select a region For Service Type. A station must be selected for a notification to go out. 3. Do not set up more than one notification for a customer. They will not receive any notifications if more than one is created. Revision 04/20/

Supervisor Guide. Q-Flow 5.7 Appointments System

Supervisor Guide. Q-Flow 5.7 Appointments System Supervisor Guide Q-Flow 5.7 Appointments System Revision 03/19/2015 Table of Contents Table of Contents Introduction... 2 Special Dates... 3 To Add A Special Date:... 3 Calendar Management... 6 To Lock