Glossary

An agreed intention to a visit at a certain time.

An office (healthcare institution, shop, city hall, etc) carrying out one or more services in a geographical location.

A person visiting a branch, or who is going to visit a branch.

The point in the customer journey where the customer gets a ticket number and is assigned to a queue. This is the point when the customer enters the system (exception for appointment visits). Can be for example a kiosk or the "Check in" staff view.

A collection of the unit types that exists in a branch. Equipment profile are, together with the queuing profile, part of the operation profile. An operation profile can have more than 1 equipment profile connected.

A special type of queue that belongs to a certain staff member or counter.

A unit that can display information, for example main displays and positional displays.

A list of waiting customers

A task performed by the company for the customer.

The point in the customer journey where a customer receives the service they have requested. This is usually done through the Serve staff view.

A physical note with the ticket number for a customer. A digital equivalent exists in the Mobile Ticket app.

The reference to a visit. Ticket numbers are not unique and there can be several occurrences of a ticket number during the same day. If a ticket number sequence goes from A001-A999, A001 will be used again once A999 has been reached.

A way of grouping hardware and software devices that belong to a single unit. For example, the unit type template Concierge_EloTouch combines Concierge (Check in) web application + Elo kiosk. This makes configuration easier as you don't have to configure each device separately and then link them to each other. Unit type template is the template file that is uploaded in system administration. Once added, the unit type templates exists in the system as aunit type.

The part of a customer journey where the customer has been assigned a ticket number. The visit continues until the end of the last transaction on the same ticket number.

A unique reference to a specific visit.

A set of rules which define from which queues customers are called and in which order of priority.