QLess Glossary
Active Directory / Federated Identity
This feature allows your IT Department to manage the login credentials for all employees and staff using QLess.
Analytics and Reporting
Enterprise reporting of all queues, including no-show rates, return rates, outcomes, transaction type, service duration, and delay times. All reports can be viewed or downloaded by date, employee, department, location, etc. Data can be downloaded in Microsoft Access, Excel, or CSV formats.
Android and iOS Apps
Your customers can download the QLess Android or iOS app with real-time information and receive status updates via the app (instead of by SMS text).
API’s
QLess offers a suite of over 80 REST web services that integrate with both upstream and downstream systems. Our API’s offer seamless integration with any 3rd party software solution.
Audible Summoning
If the QLess web-based monitor software is connected to a speaker system, it will allow for an audible summon in your lobby or waiting room – such as, “Next customer please.” This feature can also summon in multiple languages.
Cloud Technology
Our software is 100% web-based and is supported by all standard browsers. Software updates occur at least twice a month and do not impact your staff. Since hardware, downloads, or local servers are not necessary, there is massive time and cost savings for your IT staff. Your IT department only needs to provide web access for standard browsers.
Command Center/Configuration Tool
The interface used to make configuration changes to users, locations, queues, and messages.
Communication Customization
Each message sent via text, and the app can be customized. Messaging can also be customized based upon department and transaction type.
Concurrent Queuing
When this feature is enabled, your customers can join multiple queues at one time without losing their place in other queues. This ensures that your customers are processed for different services as efficiently as possible.
Consumer Apps
Interfaces consumers can interact with to join the line. Available in iTunes/App Store or the Google Play Store.
Customer Engagement Center
The staff-facing interface used by those accessing the system.
Dashboard
Our real-time dashboard displays live data and relevant metrics by location, department, and queue. At-a-glance views provide what’s currently happening at your locations to improve staff productivity and efficiency.
Emergency SMS Notifications
In case of emergency, you can send a notification via SMS. This feature is useful for college campuses and government agencies.
FlexAppointments
FlexAppointments allows you to accept walk-in customers while seamlessly integrating with your scheduled appointments, preventing long gaps between customers on busy days. This feature allows customers using the Kiosk or Home Kiosk to make an appointment. Staff can use QLess Calendar to make appointments.
Forecast Waiting Algorithms
QLess’ learning algorithms process several data points in order to create an accurate forecast of wait time for each customer.
Freedom to Roam
Customers can join a queue remotely and roam freely until their turn to be served arrives.
Home Kiosk
The QLess Kiosk that consumers can access via the Web. This is typically linked to a merchant's website.
Interactive Mobile Queuing
Whether your customers are notified by SMS text, or via our iOS or Android app, they are updated throughout their wait with their place in line and how much time is left left. Customers may also request for more time, ask for status updates, or leave the line. No other queuing solution allows interactive capabilities across SMS text, digital IVR, or apps. This level of engagement delivers 5 star customer reviews.
Kiosk
Refers to the account used at a location for consumers to join the line or the device used to access this account.
Language Queuing / Special Needs
During the check-in process, your customers can identify themselves for special needs and the platform will automatically assign them to a specific staff member or specific window. For example: a Spanish-speaking customer or a customer with a handicap.
Marketing Services
QLess Monitor is enabled to run video or slideshow marketing. Your business will provide the video or slides to be shown. The monitor (or digital signage) will be partitioned properly.
QLess can also send marketing SMS messages if your customer opts-in. For example, some businesses have partnered with Starbucks to promote discounts while their customers wait.
Monitor
Refers to the account used at a location to show consumers their place in the queue, or the device used to access this account.
Multiple Languages
Up to 8 different languages can be configured for QLess Kiosk and SMS messages.
Re-Join Queue
If a customer does not arrive on time, or if they arrived for service and forgot their paperwork, they are able to rejoin the queue upon return by either sending an SMS text, by telephone, or using an on-site kiosk.
Remote Join
Omni-channel entry to our virtual queue enables your customers to join a line via your website, by phone or text, or using an on-site kiosk. By allowing your customers to wait where they choose, your lobby or waiting room is no longer congested. Remote Join also ensures that no customers are left behind due to age or disability, etc.
Reports
Interfaces used to give QLess customers access to information including service wait, outcomes, transaction data and more.
Sequential Queuing
This feature allows your customers to automatically be placed into multiple queues in a specific order. When a customer completes service at one queue, they will become active in the second queue, ensuring a streamlined and efficient process.
Surveys
Our SMS survey feature gathers valuable insights optimize staffing, identify procedural enhancements, and drive improvements. Within 30 minutes of completing service, your customers will receive an SMS to take part in a survey to rate their experience. QLess typically embeds links to a 3rd party survey of your choice. Our SMS survey response rate is significantly higher than other post-service survey methods (such as by email or phone call).
Ticket Classifiers
These are windows, desks, or other location information used to direct customers to where they are to be served.
Transaction Types and Outcomes/Services Results
QLess captures two pieces of important data that are valuable for reporting:
1. Transaction Type – Why is the customer coming in for service?
2. Outcome/Service Results – What was the outcome of the resident’s visit?
Transfer Queues
If a customer accidentally enters the wrong queue, your staff can drag and drop them to the correct queue. The system will automatically place the customer at their same wait time.