Getting Started
I want to implement Virtual Queuing and Appointment Scheduling according to industry best practices. Can someone help me with this?
Every plan includes consultation with our queue management experts. They will learn about your business and guide you through the setup process.
I don’t have time to configure Qtrac® myself, what should I do?
Not to worry! Our project management team is ready to rapidly assist you with setup and will train you on configuration after you are live.
What if I need to make changes, how does this work?
We understand your business is changing constantly. Besides the training we provide your team on how to adjust business settings, we are happy to assist you with any change. Just email our help desk team.
What is considered a separate location for Qtrac licensing?
A “location” in the context of Qtrac licensing is defined as any distinct operational unit within an organization that independently manages its queues, services, employees, check-in systems, and dashboards. A location is characterized by:
- Operational Autonomy: The unit should have a degree of operational independence, particularly in how it manages queues and customer interactions. This includes having its own management for schedules, employee roles, and service offerings.
- Physical or Logical Separation: The unit should be physically distinct (e.g., separate floors, buildings) or logically separate (different departments within a larger entity) where each unit operates independently.
- Dedicated Resources: The unit should have dedicated resources, such as staff and technological infrastructure, which are not shared with other units without significant logistical coordination.
- Custom Service Logic: If the business logic, such as customer flow, service types, and handling procedures, varies significantly from other units within the same organization, it qualifies as a separate location.
Browser & Hardware Compatibility
Do I need special hardware or browsers to use Qtrac®?
Qtrac® is a web-based solution and runs on any device with a modern browser.
Do my customers need to install an app to use Qtrac®?
Your customers will benefit from all the capabilities of Qtrac® without the need to download an app.
HelpDesk, Training & Support
What type of support do you offer?
Each plan includes our standard support program which includes:
- Dedicated live help-desk team available via telephone, chat, email from 06:00 PST to 18:00 PST Monday through Friday.
- 24/7 network and application monitoring.
- Access to quarterly help-desk reports including SLA success, common tickets, training opportunities, issue/resolution analysis.
For more information, learn about our service level agreement here.
How does training work?
All plans include 4 hours of the Qtrac® “train the trainer” program. This will train your staff on all the core elements of the platform such as serving customers from the queue, managing appointments, adding customers to the queue, and advanced features. We also train your administrators how to configure Qtrac® and utilize reports. We are never shy to provide follow up training if we feel you could use a helping hand.
For enterprise plans, contact us to learn more about training and adoption strategies.
Customization, Integrations & Upgrades
How much customization is available? Can I design the system with my branding and business practices?
Qtrac® software has hundreds of easy to use business settings which empower you to create a unique experience with your branding and business logic.
Can I integrate Qtrac® with another application at my business?
The Qtrac® platform has an extensive API library. Contact us to discuss integration opportunities.
Does my plan include free upgrades?
All plans include upgrades at no additional cost.
Customer Flow Options
What’s the difference between an appointments and virtual queuing?
Appointments are pre-booked visits made online. When these customers arrive, they join the virtual queue and are prioritized based on their appointment time.
Virtual queues allow walk-in customers to join a digital waiting line depending on their reason for visit.
Managing appointments and virtual queues in one place makes your staff’s lives so much easier! Contact us to learn more.
What are the different options for joining a virtual queue?
Scan a QR code, send a text or Whatsapp, interface with a touch screen, have a greeter assist you.
What accessibility features have you implemented for Qtrac®?
Qtrac® is currently compliant with WCAG AA 2.0 methodology.
Is Qtrac® multi-lingual?
Yes. Qtrac® can support any language.
Security, Data & Privacy
What security features and standards have you implemented?
Qtrac® and team follow industry best practices to create a secure and future-proof service. Contact us to learn more about our security standards and policies.
Does Qtrac® collect or require sensitive customer information?
No, the Qtrac® platform will collect customer information based on your setup. This can be as simple as a one-touch button to anonymously join the queue or as sophisticated as multi-page questionnaires.
Is data stored in Qtrac® used for purposes other than my queuing project?
The data captured by Qtrac® for your business is 100% yours. The platform also contains flexible data retention features to match your privacy policies.
