How to Use the Customer Indicator in the Queue

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The customer indicator is the label at the top of each customer card in the Queue side panel. This article is for associates: how to read it, how to tell whether your Queue View is using the default or an override, and what to do when a card has no indicator at all.

You need Queue Access permissions. There is nothing to switch on — the indicator follows the Queue View you are assigned to.

Reading the card

By default, the indicator is the customer's name. The rest of the card is unaffected: the queue name, service, check-in time, tags, and the action buttons all stay where they are.

Open a card and the same indicator heads the expanded view, above the Visit Summary and General tabs.

When your Queue View overrides the default, the heading is the answer to whichever question was chosen — here, the phone question.

Working through a visit

1. Call the next customer. Click Call Next, or select a row in the grid and call it. The customer's card appears in your side panel with the indicator at the top.
2. Confirm you have the right person. Read the indicator out or check it against what the customer tells you. If your indicator is a reference number, ask for the number rather than the name.
3. Open the card for detail. Click the card to expand it. Ticket#, Queue, Service and Checked-In Date Time are all still there under Visit Summary — the indicator replaces the heading, not the content.
4. Serve, then close out. Use Start, No Show, Requeue or Call Again as normal. The indicator plays no part in any of these actions.

Tip: If you serve several customers at once, the indicator is what distinguishes the stacked cards in the side panel. A good indicator makes that list readable at a glance; a poor one makes every card look the same.

How to tell which indicator your view is using

There is no on-screen label announcing the setting, so you identify it from what you see.

To confirm the setting, someone with Manage access can check it directly:

1. Go to Manage > Queue Views and open the view you are assigned to.
2. Scroll to the Customer Indicator section.
3. If Override the default customer indicator in the Queue is cleared, the view is using the customer's name. If it is selected, the Question field underneath names the question in use.

Notes

• The indicator is display only. It does not change routing, priority, wait times, notifications, or anything in Insights.
• The grid columns are separate. Ticket, Name, Position, Phone and the rest are controlled by the column list in the same Queue View, higher up the page. If the indicator is not helping you, ask for a column instead.
• Everyone on your Queue View sees the same indicator. If your team needs something different from another team, that is a second Queue View, not a personal setting.
• It is not the Personal Identifier. The Personal Identifier decides whether a duplicate check-in is blocked; the indicator only decides what you read on the card.
• Mind who can see your screen. If your monitor faces the waiting area and the indicator is a phone or account number, raise it — the setting can be changed per Queue View.

For additional support, contact the Frontlion Support Team.