Setting Expectations with Walk-in Customers

• Inform Customers they are checking in for the walk-in line and their place in line is only among other walk-in Customers checked in
• Use the term "appointment" when greeting Customers to help set expectations with walk-ins ("Appointments for Mary...")
• Review the process to book an appointment if questions arise about appointments being served first

Setting Expectations with Appointment Customers

• Inform Customers to check in with I Have an Appointment reason
• Open Salesforce/iCal to review upcoming appointments and prepare for your conversation
• We do not recommend colleagues check-in Customers with appointments early or on their behalf, which can trigger inaccurate notifications to the Customer and cause reported wait time to be skewed.

Q: What do I do if a walk-in Customer checks in for "I Have an Appointment" by mistake or tries to skip the line?

A: Verify in iCal/Salesforce that check-ins truly have an appointment. If a walk-in Customer checks in for appointment, you can use the "Details" button to edit their reason for visit to a non-appointment reason and they will be placed accordingly in the walk-in line based on their check in time. Follow the same steps if need to edit a Customer's reason/queue from walk-in to appointment

Q: How does the system prioritize Customers with appointments?

A: The system automatically prioritizes appointment Customers on the Queue screen so that they are easily recognizable to Colleagues. If appointments are present, the will appear in the appointment queue and be shown above any walk-in Customers. They will also be outlined in green. Reminder: Position in Queue column is per queue (1,2,3… for appointments, 1,2,3… for walk-ins).

Q: Do I need to manually call appointment Customers out of line or prioritize them?

A: No, you're able to call the next appointment Customer from with Appointment Call Next button in the filter on the left to the left of the queue. If your appointment Customer is not the next appointment in line, you should call them out of line by hitting the Expand arrow on the far right.

Q: Should we enter appointment Customers into VQ at the beginning of the day?

A: No, appointment Customers should check in normally as they arrive to not create duplicate tickets in the system or send notifications to Customers who are not in the Store.

Q: How can Customers with appointments check in?

A: Customers who have made appointments either through the Store or through Digital Appointment Booking can check in using the "I Have an Appointment" selection. These check-ins will be highlighted in green in the employee's station. We do not recommend checking in customers early on their behalf.

Q: How do floating/cluster employees gain access to multiple Stores' Virtual Queue?

Q: What if the Customer doesn't show up after being called?

A: Click the "Repeat Call" button to resend the text notification to the Customer. After 3 calls, you will be prompted to click "Cancel Call" and the Customer will be moved back up to 3 positions in line

Q: Why doesn't the system show an estimated wait time?

A: Currently, the Virtual Queue provides Customers with real-time updates on their position in line by clicking the link they receive via text message. If Customers inquire, Employees may find it helpful to provide estimated wait times to Customers based on their position in line.