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  • 1.  In Person Service Counter Queue Management

    Posted 05-16-2025 03:05
    No replies, thread closed.

    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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  • 2.  RE: In Person Service Counter Queue Management
    Best Answer

    Posted 05-16-2025 08:34
    No replies, thread closed.

    Hi Kaspar

    I guess the form on the tablet could send an email and the staff member picks up the email.  But I would be interested to see if anyone has done this and has a better way



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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