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With the queuing system, you organize the on-site flow for walk-ins and appointment bookings. Waiting people receive a ticket with a number and are directed to the right counter via quick call. A call display shows the currently called number on a screen.
  • Available from Business.
  • Beforehand, activate the Queuing system under Account settings → Features. After activation, the items Queues and Quick call appear on the left in the menu bar.

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How does the queuing system work?

The queuing system connects three building blocks: queues, counters, and quick call. Queue = its own number cycle. Each queue is connected to a resource and manages its waiting tickets. If you have several departments (for example a registration office and a registry office), you create a separate queue for each. The queues work independently of each other. Counter = your physical workspace or room. You name counters freely (for example “Counter 1”, “Office 5”). The counter name is shown on the call display so waiting people know where to go. Agents = admin users with the “Queue agent” role. Agents are assigned to a queue and connected to a counter. In the Quick call area, they call the next ticket, pause, or set tickets aside. The typical flow:
1

A ticket is created

Customers check in at the check-in terminal (a QR code or waiting number is printed) or have booked an appointment online beforehand.
2

The ticket appears in Quick call

Agents see all waiting tickets in their queue under Quick call → Waiting tickets.
3

The agent calls

Clicking Call calls the next ticket. The call display shows the number and the associated counter.
4

Handling and completion

The agent handles the request and completes the ticket. The next ticket can be called.
For appointment bookings where customers do not check in on time, you can manually convert the booking into a ticket under Quick call → Bookings via the three dots.

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When do I use this?

  • You run a citizens’ office, a public authority, or a practice with walk-ins and appointment bookings: The queuing system combines both channels in one number call.
  • You have several departments or specialist areas at one location: Each department gets its own queue with its own number cycle.
  • You want to make waiting times transparent: The overview in quick call shows waiting, overdue, and completed tickets including the average waiting time.
  • Not suitable for: Purely online appointment booking without an on-site waiting area. If you only want to assign appointments and have no walk-ins, the normal resource configuration with check-in is enough.

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Relationship with other features

  • Check-in & check-out: The check-in method must be activated on the resource so customers can check in at the terminal and receive a ticket. Set self check-in to “Terminal” (not self check-in) so the waiting number is printed.
  • Display boards & room displays: Call displays are their own display type within the queuing system (not to be confused with standard display boards). The link to the call display can be opened in the browser on any smart TV.

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Settings & options

You find the configuration under Queues on the left in the menu bar. In quick call itself, agents can:
Under Quick call → Bookings, you can filter by resource and manually convert bookings where customers have not checked in into a ticket (three dots → convert to ticket).

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Role recommendation

For agents to use quick call, they need:
  • Admin access in anny (without admin access, no counter can be assigned)
  • The Queue agent role
  • Recommended permissions: edit bookings of the assigned resource, perform check-in, and use quick call. Limit all other areas to “View”.
An agent can only be assigned to a counter if they have active admin access. Without admin access, the assignment is not possible.

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Badge configuration

A badge (printout) is generated at the check-in terminal. Configure at least the following on it:
  • The waiting number (ticket number)
  • The queue name

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Technical requirements

  • Check-in terminal: Hardware terminal for the QR code scan and number printout
  • Printer: For the badge printout (waiting number)
  • Smart TV or screen: For the call display (any screen with a browser)
If you want to keep capacity free for on-site walk-ins, create two separate resources, each with multiple availability: one for ad-hoc bookings on site and one for online bookings. This ensures not all slots are assigned online.

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Practical examples

A citizens’ office offers online appointment bookings for the registration office. In addition, customers stop by without an appointment and should draw a waiting number at a terminal.
1

Set up the resource

Under Resources, create a resource “Registration office” and configure the booking options you want (for example collect ID card, re-registration).
2

Activate the check-in method

Open the resource → Availability → activate Check-in & check-out. Set the check-in method to “Terminal” and allow anonymous registration so walk-ins without an account also receive a ticket.
3

Create a queue

Go to Queues → New +. Enter the name “Registration office”, select the resource “Registration office”, and activate Include all services.
4

Create counters

Switch to the Counters tab → New +. Create, for example, “Counter 1” and “Counter 2”.
5

Add agents

Open the queue → Agents → + Create. Select the admin user, assign a counter, and set the status to Active.
6

Connect the call display

Open the Call displays tab and copy the display link. Open it on a smart TV in the waiting area.
7

Configure the badge

Make sure the waiting number and the queue name are shown on the terminal badge.
Alongside the citizens’ office, there is a registry office. Both areas should have independent number cycles and use their own counters.
1

Create a second resource

Under Resources, create a separate resource “Registry office” with the matching booking options.
2

Activate check-in

Here too, activate the check-in method as “Terminal” with anonymous registration.
3

Create a second queue

Go to Queues → New +. Name: “Registry office”, resource: “Registry office”.
4

Assign your own counters

Under Counters, create a separate counter (for example “Registry office counter 1”) or use an existing one.
5

Assign agents

Add your own agents to the registry office and assign them the corresponding counter.

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FAQ

Yes, an agent can be assigned to several queues. In quick call, they then see the tickets of all assigned queues.
The booking remains. You can manually convert it into a ticket under Quick call → Bookings via the three dots and add it to the queue.
Yes. In the Waiting tickets area, you can prioritize individual tickets and call them earlier.
That depends on your setup. You can use one terminal for several queues or configure a separate terminal per department.
The waitlist is a resource-level feature that puts customers on a list when no more appointments are available. The queuing system, on the other hand, organizes the on-site call with numbers, counters, and agents. The two features have nothing to do with each other.

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Troubleshooting

The person has no admin access. Agents need active admin access in anny to be assigned to a counter. Create the person as an admin under avatar → Manage admin users and assign them the “Queue agent” role.
The check-in method is not active on the resource or not set to “Terminal”. Check under the resource → Availability whether check-in is activated and the method is configured correctly.
The display link was not opened correctly or the browser blocked access. Reopen the link on the smart TV and make sure the browser does not block pop-ups. Also check whether the call display is active in the queue settings.