How to Configure the Customer Indicator in Queue View Settings

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By default, the customer card in the Queue side panel is headed by the customer's name. The Customer Indicator setting in Queue Views lets you replace that with the answer to any question in the connected workflow — a member number, a booking reference, a student ID, or a phone number.

The setting is per Queue View, so different teams can see different indicators.

Default behavior — the card is headed by the customer's name:

With the override applied to the phone question — the card is headed by the phone number instead:

Prerequisites

• Permissions to edit Queue Views in Manage.
• A published workflow containing the question you want to use. See How to Set Up a Custom Customer Indicator.

Steps

1. Click Manage in the top navigation, then open Queue Views.
2. Click Edit on the Queue View you want to change, or click Add New Queue Views to create one.
3. Under Basic Settings, confirm the correct workflow is selected in Connect Templates > Workflow. The Customer Indicator picker only offers questions from this workflow.
4. Scroll down past the column list and Configured Tabs to the Customer Indicator section.
5. Select Override the default customer indicator in the Queue. A Question field appears beneath the checkbox.

6. Click the Question field to open the picker. Use the search box at the top of the list to filter.

   

7. Select the question you want to display. Entries are prefixed by where the question comes from:

   • General Question - ShortName — from General Questions, asked on every visit.
   • Question Set Name - ShortName — from a service question set, for example All Questions Req Set - Date Req or Select a Queue Question Set - Queue.

   

8. Confirm your selection now shows in the Question field.
9. Click Publish at the bottom right. A confirmation appears when the template is updated.
10. Refresh the Queue to see the new indicator on customer cards.

To go back to the default

1. Open the Queue View in Manage > Queue Views.
2. Scroll to Customer Indicator and uncheck Override the default customer indicator in the Queue.
3. Click Publish. Customer cards revert to the customer's name.

Notes

• Choose a question every visitor answers. If you select a service question, only customers routed to that question set will have a value. Other cards will show nothing where the indicator should be.
• Only the card heading changes. The columns in the Queue grid — Ticket, Name, Position, Phone, and the rest — are controlled separately by the column list in the same Queue View, higher up the page.
• The override applies to the whole Queue View. Every associate assigned to that view sees the same indicator. To give one team a different indicator, use a separate Queue View.
• Consider who can see the screen. If associate monitors are visible to waiting visitors, avoid using phone numbers or account numbers as the indicator.
• If a question is missing from the picker, the workflow was probably not published, or the question is not part of the workflow selected in Connect Templates.

For additional support, contact the Frontlion Support Team.