See how Qmatic Experience Cloud works from the inside

User Portal

The user portal is where you can find all applications and services running in Qmatic Experience Cloud. The applications available depend on your user role and subscription type. In the portal, you can schedule appointments, plan your resource capacity, check in appointments, call and serve customers from different queues, and monitor your branch and employee performance in real time. You can also access configuration, online documentation, support, and user guides here.

Appointment Booking

With Book, you can easily schedule, change, or cancel appointments and view individual appointment details. The appointment booking application is optimized for usage in a call center and enables users to schedule appointments with specific or multiple resources such as staff, rooms, and equipment. Users can also easily track all appointment changes and send confirmations and reminders.

Resource Planning

Plan provides a full overview of your appointment and resource capacity on a daily, weekly, or monthly basis, enabling you to effectively coordinate and allocate your resources to meet customer demands and not overextend your employees. With Plan, you can temporarily change the availability of resources and the capacity of resource pools and send out notifications to customers in case unpredictable schedule changes occur. 

Checking in appointments and managing visits

Using Check In, you can seamlessly check in customers upon arrival and get an overview of all upcoming appointments at your branch. You can check in customers manually or by scanning a QR code and issue a ticket number to them that can be delivered in different ways depending on their preference - via SMS, ticketless, or printed ticket. With Check In, you also have the possibility to create new visits for walk-in customers and transfer customers between different queues. Check In can be used both on desktops and tablets. 

Calling and serving waiting customers

Serve provides a full overview of all your queues and lets you see the number of customers waiting, requested services, and customers who are currently served at your location. You can seamlessly call, transfer, add, remove, and serve customers from different queues and receive notifications on upcoming visits and appointments at each branch location. With Serve, staff become better prepared and informed by knowing who's coming to the branch and their requests. This makes it easier to focus on your customers' needs and match their service requirements with the right staff member, effectively reducing wait and transaction times. 

Monitoring Operations

Monitor Operations provides access to real-time data at a glance on a variety of service performance metrics. With live data on your workflows and current service situation, you can:

• Get a complete overview of your service environment at specific or all locations.
• View detailed information about different queues, including customers waiting, real waiting time, and estimated waiting time.
• Select a specific queue and get in-depth information about every waiting customer and their service needs.
• Measure the performance of every service point using indicators for service levels based on your SLA and/or KPIs.  
• Manage your staff’s workload remotely by changing their priorities.
• Access historical graphs to track changes on how the waiting time, the number of open counters, and the number of waiting customers have changed over the day.
• Evaluate the performance of each branch location based on your expected service level.

Reports

Generate reports and statistics on your business performance based on a specified set of criteria, such as:

• Queues
• Services
• Feedback
• Staff performance
• Appointments
• No-shows
• Waiting time
• Transaction Time

All reports can be saved as CSV or PDF files. You can also schedule reports and receive all your Qmatic data straight to your email—daily, weekly, or monthly.