I'm looking for advice on how I might use Genesys as a queue system for in person counter interactions. My organisation has one in person counter which is very busy, and we need a way to manage the queue. Some requirements would be:
- Customer enters business and will be prompted to use tablet to reserve place in queue
- Genesys tracks waiting time while customer is waiting
- When the next counter staff becomes available, the staff member will be offered and accept this interaction through Genesys queue.
- Staff member will invite this customer to the counter (name? ticket number?...something)
- Once complete, staff member will "hang up" the interaction.
Has anyone seen this done before?
#Routing(ACD/IVR)#Unsure/Other
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Kaspar Thacker
na
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