Queue List View
Queue statistics are displayed at the top of the queue schedule view. These include:
Clients served: the number of clients served so far today (i.e. whose queue booking status is "Completed")
Queue total: the number of clients currently in the queue (includes all clients, regardless of their booking's status)
Staff available: the number of staff members that are not currently serving a client (*Note: only staff members who are assigned to the queue are considered)
More detailed queue statistics can be found by clicking the statistics button shown here:
Wait time (i.e. the amount of time between when a client joins the queue and when a staff member is assigned to their booking)
Min: the shortest wait time from among today's queue bookings
Max: the longest wait time from among today's queue bookings
Average: the average queue wait time
Service duration (only considers queue bookings with status "Completed")
Min: the shortest service duration from among today's queue bookings; measures the time between when a service started and when it was completed.
Max: the longest service duration from among today's queue bookings; measures the time between when a service started and when it was completed.
Average: the average service duration.
Total today
Bookings: total number of queue bookings
Clients served: total number of clients served (i.e. whose queue booking status is "Completed")
No-show: total number of queue bookings with status "No-show"
The queue list view contains the following columns:
#: the client's current position in the queue
Status
See queue statuses for more info.
Booking ID: the queue's unique identifier
Duration: the service's estimated duration, unless the booking is completed, in which case it will reflect the actual service duration.
Time: estimated remaining wait time
Personnel
The name of the staff member currently assigned to the booking.
Service: the name of the service being offered
Client Name
Client Phone
Client Email
You may reorder (i.e. drag/drop) and resize the columns as you see fit.
Queue detail summary
To quickly see a queue booking's details, simply hover over it.
Queue settings (Business Booking Rules)
Queue settings can only be edited if all current queue bookings are either completed or cancelled, and the end time has passed (i.e. the queue is inactive).
Enable Queue
Enable to activate the queue feature. Once enabled, the queueing option will be shown in the Calendar tab, and you'll be able to add clients to a daily queue.
Show Client Position
Enable to display the client's current queue position in the tracking page.
Auto-Assign Staff
Enable queue auto-assignment: available staff will be automatically assigned to a booking once their current booking's status becomes "Completed" (*note: only bookings that are marked as "Client arrived" can be auto-assigned). Choose the buffer time (i.e. amount of time after the booking is complete the assignment will occur).
Show Estimated Wait Time
Enable to display the client's wait time in the tracking page.
Queue reminder notification
Enable to send a message to clients, reminding them of their upcoming queue booking.
Queue reminder Notification Delay
Specify the amount of time before the estimated service time the reminder notification should be sent.
Confirm Client Presence
Enable to ask clients to confirm their presence in the queue reminder notification.
Auto-Cancel if Presence Not Confirmed
Enable to require clients to confirm their presence in the queue reminder notification. If the client does not confirm their presence within the allotted delay), they will be removed from the queue. Once a client confirms, their booking status will change to "Confirmed".
Specify how much time a client has to confirm their presence before they are automatically removed from the queue.
Your Turn notification
Enable to send a message to clients before their estimated service time, notifying them of their upcoming turn.
Your Turn Notification Delay
Specify the amount of time before the estimated service time that the notification is sent.
Staff Assignment Notification
Enable to notify staff members when they are assigned a queue booking.
Staff Assignment Notification Display Time: specify how much time to display the staff assignment notification (in minutes).
*Note: this notification will either be sent either via the staff's browser or the webpage itself. By default, it will be sent via the browser; if the staff rejects the browser permission, it will be sent via the webpage.
Browser notification example:
Webpage notification example:
Queue statuses
Status | Description |
Waiting | The client is in the queue, but is not necessarily in the store. Applied when a client is added to the queue by a staff member, and the booking has not yet been assigned to a staff member, and the client has not (yet) confirmed their presence. |
Confirmed* | [*Only applies if "Client confirm presence" is enabled] The client confirmed their presence; applied when the client confirms their presence in the tracking page. |
Client Arrived | The client is present in the store, but the service has not yet started; applied when a staff member sets the status manually. |
In Progress | The queue booking is ongoing (i.e. the client is being served); applied when a staff member is assigned to a booking. |
No-Show | The client did not show up to their booking; applied when a staff member sets the status manually.
*Note: can be applied with or without presence confirmation, but only applies if "Auto-Cancel if Presence Not Confirmed" is disabled; if it's enabled, its status will be set to ‘Cancelled’. |
Cancelled | The queue booking was cancelled; applied when a client leaves the queue, or when a staff member manually cancels the booking, or when a client does not confirm their presence within the allotted delay (see "Auto-Cancel if Presence Not Confirmed"). |
Completed | The service was successfully provided to the client and is now complete; applied when a staff member sets the status manually. |
Queue access/permissions
For a list of queue permissions per access level, see here.
Queue notifications
Tracking page
All queue emails and SMS sent to your clients contains a link to the tracking page, which displays live-updated queue information:
Current queue position (hidden if “Show Client Position" is disabled)
Estimated wait time (hidden if “Show Estimated Wait time" is disabled)
"Confirm presence" button (hidden if "Confirm client presence" is disabled)
Clients can leave the queue from the tracking page.
Calendar
Completed queue bookings are shown in the Calendar tab; a queue icon indicates the booking is of type "Queue".
Reporting
See here for the Queue automated report.
Notes
Services offered via queue will be added to the client's booking history ("Clients" tab > {select a client} > Booking history)
Deactivating the Queueing feature will not affect the queue booking information displayed in the client booking history.
It is technically possible to add a client multiple times to the queue, but we recommend against this (especially as a workaround for multi-service booking), since it can cause inaccurate wait times, make the queue appear longer than it is, and disrupt service order. It may also create confusion for both staff and the client.
Limitations
Clients must be added to the queue manually by a staff member.
The queue is used for same-day services only.
Queueing supports the tracking page v3, not v2.
Clients are not permitted to edit their queue booking.
Online payment is not supported at the moment.
FAQ
Q: "How is the estimated wait time calculated?"
The estimated wait time takes into account multiple factors, including:
Staff availability (i.e. a staff member is considered unavailable if they are assigned to an ongoing queue booking or a scheduled appointment/group event, or have a busy time slot)
The services that each staff member offers
The service chosen by the client
The amount of people ahead of the client
The average service duration
etc.
Q: "What happens to bookings once the queue end time has been reached?"
Existing bookings are unaffected.
Q: "How does the system decide which staff member to auto-assign bookings to?"
Auto-assignment will be done via round-robin (i.e. the system automatically distributes new bookings evenly and sequentially among available staff members). If you want to know more, contact your Booxi representative.