Call and Serve Procedures : Customer Journey Management Terminology
  

Customer Journey Management Terminology

Below you can find a description of the most common terms used in this manual.
 
Table 1: Customer Journey Management Terminology
Term
Description

Appointment

An agreed intention to a Visit.

Branch

An office or department carrying out one or more Services in a geographical location.
Calling Rule
A set of rules that decide from which Queue the next Customer should be called.
Customer
A Customer is a person Visiting a Branch.

Customer Journey Management

The setup of Services, and Queues, Calling Rules and Segmentation Rules.
Delivered Service
A kind of Mark about what Service that the Customer got. Not necessarily the Service they chose at the Entry Point
Display
Generic display that can change view, e.g. LED or monitor display.
Entry Point
A Display that allows a Customer to choose a Service and be assigned to a Queue.
Information Display
A LED or a graphical Display that shows system information.
Mark
A User defined value that can be added to a Service Transaction. See Outcome and Delivered Service.
Main Display
A LED or a graphical Display in the waiting area that shows the Ticket Id that is called, the Position that is calling and the direction to the Position.
Outcome
A Mark object that can be added to a Service or a Delivered Service to specify the result of the transaction.
Positional Display
Display above a Workstation Service Point.
Presentation Point
A Unit that can display information, for example main displays and positional displays.
Queue
A first in first out list of Customers.
Queuing Profile
A part of the Branch Operation Profile that defines the Queuing Logic of the Branch Operation Profile.
Reception
Where the Visit starts once inside the building.
Service
A Service is what our client delivers. A task performed by the company for the Customer. See also Delivered Service and Outcome.
Service Point
A unit where the staff member is handling the requested Service for the Customer. For example a Workstation or Counter.
Service Transaction
The process of attending a Service.

Staff

A Person delivering a Service.
Terminal
A hardware Workstation Service Point. See also Workstation.

Ticket

Most commonly a physical note with the Queue number for a Customer. May however also be in the form of for example an SMS or email.

Ticket Id

The reference to the Visit. For example a ticket number or booking reference.
Visit
A Customer Visit from entry to leaving.
Work Profile
A Work Profile calls Customers from a specified number of Queues with some kind of priority (Calling Rule).
Workstation
A counter where a user handles the errand of the Customer. A Software based Service point. See also Terminal, Service Point and Entry Point.

The journey of a Visit

The point where a Customer enters the system is called an Entry Point. This can be a manned Reception, or a kiosk/ticket printer in the Branch.
More elaborate Entry Points can issue SMS-tickets or email appointments.
The Customer is guided through the journey by Presentation Points, that present information about where to go next. These Presentation Points may be in the form of displays, voice units and so on.
The Customer is then served at a Service Point, such as a Counter or Workstation. Different workstations may have different properties making them capable of serving certain Services. For example, some Counters at a bank may handle cash Services, while others do not.
The call and serve procedures, described below, include issuing tickets to a Customer, calling the Customer for Service, working with the Visit, and completing the transaction.