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Walk-in Appointment Queuing

What's New?

Advisors and other student support staff will now have queues to facilitate their walk-in appointments. There is also a new Queue Management page to coordinate and manage advisor queues in an advising office.


Additionally, you will be able to set up Services for each advising location or office in advance of the Kiosk release coming soon.

What you'll see

Advisors and other student support staff will now have queues to facilitate their walk-in appointments. There is also a new Queue Management page to coordinate and manage advisor queues in an advising office.

Additionally, you will be able to set up Services for each advising location or office in advance of the Kiosk release coming soon.

Today's Schedule

All advisors will now have access to the Today’s Schedule page, which they can use to manage both their scheduled appointments as well as their walk-in appointment queues

The today’s schedule page has the following sections:

Upcoming Appointments - This section shows which appointments are scheduled today with the advisor, along with some details about each appointment. The advisor can use the “Check In” button to check the student in for their appointment. They can also edit appointment details or mark the appointment as missed.

Walk-In Queue - This section shows which students are in the queue to meet with the advisor for Walk-in appointments. Advisors can start a walk-in appointment by selecting the “Start” button. They can also edit the appointment details, mark the appointment as completed, move the student into a first available queue, or remove the student from the queue. See below for more information about Services.

First-Available Queue - This section shows the first available queue for each service the advisor of a member of (see below for more information about services). The first available queue is shared by all available advisors in that service. Advisors can use the “Pick Up” button to move the student into their Walk-in Queue

Completed - This section shows all completed appointments for the day, both Walk-in and Schedule Ahead.

How do I create a queue?

When queue management is enabled, all you need to do is create walk-in hours on the calendar with a service selected. During your walk-in hours, you or the queue manager can add students to the queue. When the kiosk is available, your queue will only appear in the kiosk during your configured walk-in hours.

Queue Management

Users with the Queue Manager permission (which can be added for a user in User Management) can manage the Queues for all of the advisors in the Services they manage (see below for more information about Services). 


Queue Management has the following Sections:


First Available Queues - The first available queue for each Service the user manages displays here. This queue is shared between all members of the service. The queue manager can move students between First Available Queues, or they can move the student to an individual advisor’s queue.


Advisor Queues - The Queue Manager sees all of the queues for the advisors in the services they manage. They can move students between queues, move students out of an advisor queue into the first available queue, or remove students from the queue.

Completed - This section shows completed appointments or all advisors in the services they manage.

Adding a Student to the Queue

Both the Advisor and the Queue Manager can add a student to a Queue using the “New Walk-in” button on the Today’s Schedule or Queue Management page, respectively.

When filling out the form to create a new Walk-in appointment, the user can use the Advisor field to select an available Advisor’s queue for the walk-in appointment, or the First Available Queue for the selected Service.

Coming Soon - In the coming months, we will be releasing the Kiosk, which will allow students to check themselves in using a tablet or other device. Stay tuned for more information about the kiosk release!

Services

In order to facilitate all of the different ways that advising and other student success teams meet with students and organize their offices, we are introducing the concept of Services. A service represents a group of advisors that can meet with students based on their location, the type of advising they're offering, or any combination thereof.


Services (along with locations) are managed in the Configuration area (the Manage Services Configuration permission can be assigned in User Management).

By default, each SSU already has a Service enabled with all of the staff members assigned to that service, assigned to a default Service location.

Each SSU can have as many services enabled as necessary, with any combination of Locations. Additionally, you can assign any number of the staff members assigned to the SSU for a service.


Why Configure Services?

Services are primarily designed to help manage two components:

Queue Management - For each Service, one or more Queue Managers are selected. These users will be able to manage the First Available and Advisor Queues on the Queue Management page for all services they are assigned to. By setting up services, you can insure that each is managed by the correct staff member(s) at your institution.

Kiosk - Services are also intended to operate how queues appear in the forthcoming Kiosk feature. When launching a Kiosk, the Queue Manager selects which Location that Kiosk is being launched for. When signing into the Kiosk, students first select which Service they’re there for, then select an Advisor’s queue to join in that Service.

For more detailed information about how to setup Services, see the Services Configuration Guide.

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