> ## Documentation Index
> Fetch the complete documentation index at: https://docs.anny.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Queuing System

> Manage walk-ins and appointment bookings with number calling, counters, and call displays.

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.

<Info>
  * 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.
</Info>

## 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:

<Steps>
  <Step title="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.
  </Step>

  <Step title="The ticket appears in Quick call">
    Agents see all waiting tickets in their queue under **Quick call** → **Waiting tickets**.
  </Step>

  <Step title="The agent calls">
    Clicking **Call** calls the next ticket. The call display shows the number and the associated counter.
  </Step>

  <Step title="Handling and completion">
    The agent handles the request and completes the ticket. The next ticket can be called.
  </Step>
</Steps>

<Tip>
  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**.
</Tip>

## 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.

## 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.

## Settings & options

You find the configuration under **Queues** on the left in the menu bar.

| Setting (admin)      | Description                                    |
| -------------------- | ---------------------------------------------- |
| Create queue         | Name, assign resource, include all services    |
| Counters             | Freely nameable workspaces (**Counters** tab)  |
| Add agents           | Assign an admin user + counter (per queue)     |
| Rules for assignment | Configure automatic ticket distribution        |
| Settings             | General queue settings (**Settings** tab)      |
| Check-in terminals   | Configure a terminal for on-site check-in      |
| Call displays        | Generate a display link for the number display |

In quick call itself, agents can:

| Action         | Description                                   |
| -------------- | --------------------------------------------- |
| Call           | Call the next ticket from the queue           |
| Pause          | Interrupt handling, the ticket stays active   |
| Set aside      | Put the ticket back into the queue            |
| Prioritize     | Move a ticket up individually                 |
| Switch counter | Change your own counter name during operation |

<Tip>
  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).
</Tip>

### 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".

<Warning>
  An agent can only be assigned to a counter if they have active admin access. Without admin access, the assignment is not possible.
</Warning>

### 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**

### 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)

<Tip>
  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.
</Tip>

## Practical examples

<AccordionGroup>
  <Accordion title="Citizens' office with appointment booking and walk-ins">
    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.

    <Steps>
      <Step title="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).
      </Step>

      <Step title="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.
      </Step>

      <Step title="Create a queue">
        Go to **Queues** → **New +**. Enter the name "Registration office", select the resource "Registration office", and activate **Include all services**.
      </Step>

      <Step title="Create counters">
        Switch to the **Counters** tab → **New +**. Create, for example, "Counter 1" and "Counter 2".
      </Step>

      <Step title="Add agents">
        Open the queue → **Agents** → **+ Create**. Select the admin user, assign a counter, and set the status to **Active**.
      </Step>

      <Step title="Connect the call display">
        Open the **Call displays** tab and copy the display link. Open it on a smart TV in the waiting area.
      </Step>

      <Step title="Configure the badge">
        Make sure the waiting number and the queue name are shown on the terminal badge.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Registry office with a separate number cycle">
    Alongside the citizens' office, there is a registry office. Both areas should have independent number cycles and use their own counters.

    <Steps>
      <Step title="Create a second resource">
        Under **Resources**, create a separate resource "Registry office" with the matching booking options.
      </Step>

      <Step title="Activate check-in">
        Here too, activate the check-in method as "Terminal" with anonymous registration.
      </Step>

      <Step title="Create a second queue">
        Go to **Queues** → **New +**. Name: "Registry office", resource: "Registry office".
      </Step>

      <Step title="Assign your own counters">
        Under **Counters**, create a separate counter (for example "Registry office counter 1") or use an existing one.
      </Step>

      <Step title="Assign agents">
        Add your own agents to the registry office and assign them the corresponding counter.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## FAQ

<AccordionGroup>
  <Accordion title="Can one agent serve several queues at the same time?">
    Yes, an agent can be assigned to several queues. In quick call, they then see the tickets of all assigned queues.
  </Accordion>

  <Accordion title="What happens if someone with an appointment does not check in on time?">
    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.
  </Accordion>

  <Accordion title="Can I move tickets up individually?">
    Yes. In the **Waiting tickets** area, you can prioritize individual tickets and call them earlier.
  </Accordion>

  <Accordion title="Do I need a separate terminal for each department?">
    That depends on your setup. You can use one terminal for several queues or configure a separate terminal per department.
  </Accordion>

  <Accordion title="What is the difference between a queue and a waitlist?">
    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.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="I cannot add an agent">
    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.
  </Accordion>

  <Accordion title="Tickets do not appear in Quick call">
    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.
  </Accordion>

  <Accordion title="The call display does not show a number">
    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.
  </Accordion>
</AccordionGroup>

> Important information for agents:
>
> * Feature: Queuing system. Plan: from Business. Activation: Account settings → Features → Queuing system.
> * UI path Queues: menu bar left → Queues (tabs: Queues, Counters, Settings, Terminals (legacy), Check-in terminals, Call displays).
> * UI path Quick call: menu bar left → Quick call (tabs: Overview, Waiting tickets, Bookings, Terminals).
> * Queue = one number cycle, bound to exactly one resource. Several queues = independent number cycles.
> * Agent = admin user with the "Queue agent" role. Without admin access, no counter assignment is possible.
> * Counter = freely nameable workspace, shown on the call display.
> * Ticket creation: check-in at the terminal OR manual conversion of a booking (Quick call → Bookings → three dots → convert to ticket).
> * Requirement at the resource level: Check-in & check-out activated, method "Terminal", anonymous registration allowed.
> * Badge: waiting number + queue name must be configured.
> * Technical requirements: hardware terminal + printer + smart TV/screen with browser for the call display.
> * DISTINCTION waitlist: The waitlist (Resource → Availability → Waitlist) is a completely different feature. It puts customers on a list when all appointments are fully booked. No relation to the queuing system.
> * DISTINCTION display boards: Call displays are their own display type in the queuing system, not identical to display boards & room displays.