For the latest VQ training, best practices, and system troubleshooting, visit Virtual Queue Central (link found on VQ Retail One Page)

 

Have questions? Please reach out to your Regional Operations Officer or our support mailbox at StoreTransformation@td.com

 

Store Leaders –

The chart below can be used with the Check-in Outcomes pie chart in the Insights tab to help guide your team and coach to the proper Virtual Queue behaviors.

Additional abandonment and no-show data can be found at the Virtual Queue Tableau  (link found on the Virtual Queue Retail One Page).

Virtual Queue Coaching Guidance
% Served % of check-ins where the client interaction was fully actioned in the system (Call, Start, End)	Consider: If less than 80-85%, may indicate an opportunity to more consistently action clients in line, which is necessary to provide accurate real-time client notifications. Action: Ensure Colleagues are signing in and actioning properly: Click Call Next to notify the client via SMS, Start when begin serving the client and End once the interaction is complete
% Abandoned % of check-ins that self-abandoned via "leave the line" button on the VQ mobile screen	Consider: % Abandoned can be a good measurement of a Store's abandonment rate when following proper procedures but it does not capture the entirety of abandonment.  Action: Ensure clients are acknowledged within 5 seconds of entering the lobby. Set expectations with clients on estimated wait time depending on their place in line and reason for visit. Offer to help the client book an appointment for another day if they cannot wait.
% Removed by Agent % of check-ins that were removed by colleagues either before or after calling	Consider: If greater than 10-15%, it may indicate high abandonment, or Colleagues are removing check-ins after the client interaction is complete. This leads to inaccurate messaging to clients and a poor experience. Action: Ensure Colleagues are selecting Call Next/Start/End buttons appropriately to action clients in the queue rather than removing afterwards.
% Cleared End of Day % of check-ins that were never actioned during the working day and were cleared overnight	Consider: If greater than 2-3%, it indicates Colleagues likely not signed in and actioning client check-ins. This leads to inaccurate messaging to clients and a poor experience. Action: Ensure all colleagues are logged in and properly selecting Call Next/Start/End buttons appropriately.

 

Setting Expectations with Customers

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

• Communicate any upcoming appointments that are arriving soon that may impact their wait time

• Use the term "appointment" when greeting Customers to help set expectations with walk-ins ("Appointment 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.

 

Separate Appointment / Walk-in Queue FAQ

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.

 

Basic Virtual Queue FAQ

 

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?

A: Colleagues in a Float role should automatically have access to VQ Stores within their region. If not or non-float roles need multi-Store access, please visit the Access Marketplace. If not changing the employee's role, use the "Modify Employee's access within their role" form, else on the "Role and/or Location Change within Retail form", in the orderable access section:

1.        Click on 'Retail Multistore Access Only'.

2.        Select Virtual Queue to be added to or removed from the User.

3.        Select the store(s) being added or removed in the new field.

4.        Enter the effective date for the request.

5.        Click Submit.

    

 

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.