Queue management system: components and correct configuration
A queue management system (queue system) is one that assigns a number to incoming persons according to service type, arranges waiting persons in order, and shows which counter to proceed to when called. It is used in banks, hospitals, municipal offices, tax authorities and customer service areas. Its purpose is not only order but measurement: average waiting time, counter efficiency and peak hours can only be seen numerically with such a system.
Selection guide and FAQ
Components that make up the system
- Ticket machine (kiosk) — button-based or touchscreen. If the number of transaction types is small, button-based is sufficient; if there are many services, a touchscreen menu is required.
- Main display — shows the queue and the called number in the waiting area. LED 7-segment is simple and readable from a distance; dot-matrix display can show text, so it can display names and directions.
- Local display — located above each counter; shows the number called by that counter.
- Call terminal — located at the staff desk; calls the next customer, closes the transaction, or transfers to another counter.
- Audio alert unit — makes the call audible through chime and announcement; a necessary component for visually impaired users.
In queue management projects, the cause of failure is usually not the device but incorrect definition of service types. Defining too many transaction types leaves the user unable to decide at the kiosk; defining too few puts long processes and short processes in the same queue and extends waiting time. Correct configuration is done by looking at actual transaction times.
Frequently asked questions
How many counters can it be set up for?
The system is modular; the number of counters increases by adding call terminals and local displays. It is possible to start with a few counters at a small branch and expand using the same main display.
Can I obtain a waiting time report?
This is the main benefit of the queue management system. The time between taking a number and being called, transaction time, and counter-based congestion are recorded; personnel planning is done according to these data.
What happens when the thermal roll paper runs out?
Tickets cannot be printed and the queue is locked. For this reason, the kiosk is configured to provide a warning indicating the paper level, and maintaining spare rolls is written in the operating instructions.
Will it work with my current call system?
Queue management and staff calling system are separate systems but can be positioned on the same infrastructure. The common points are cabling and uninterruptible power supply; during the design phase, both are considered together.