This October, we added a new metric to the Serve application along with other updates to improve the user experience in Qmatic Experience Cloud.
Here’s what’s new:
We’ve added a new metric for appointment-based visits in the Serve application called overdue time. The new metric lets you see how much time has passed since a customer’s scheduled appointment, helping you prioritize customers with the longest delays.
Example: If a customer has an appointment at 10:30, checks in at 10:25, and the current time is 10:35, the overdue time will be 5 minutes, and the wait time will be 10 minutes.
If a customer checks in before their scheduled appointment time, overdue time will not be triggered. Instead, it will display as "-" to indicate that the appointment is still on schedule, allowing staff to focus on actual appointments without unnecessary distractions.
Overdue time is available on both the Queues Summary page and the Call Card, ensuring you have all the relevant information readily available when calling customers from the queue.
Wait Time versus Overdue Time
Overdue time shows the amount of time that has passed since the scheduled appointment time, while wait time shows how long a customer has been waiting from the moment they check in until they are called from the queue.
How to Enable Overdue Time
To enable overdue time, simply check the 'Show appointment overdue time' in your UTT configurations.
Note: Overdue time is also available in the Counter application (5.7.0) for Qmatic Orchestra.
Configuring and publishing branches is now more efficient in Visit Manager, especially for clients with multiple branches. We have removed the 'Publish' section in Business Configuration and revamped the 'Branches' section to include all branch operations. Now, you can easily filter branches, and validate or publish specific subsets directly from 'Branches', streamlining your workflow.
Please feel free to contact us if you have any questions or feedback. We look forward to hearing from you.