Control of people

Automate customer flow

Our people screening solutions interact with the customer flow to improve or automate it. This increases the efficiency and quality of the service.

DELETE QUEUE

Are long queues impacting your customer experience and costing your business money? ? Studies have shown that in general, the longer the waiting time, customer satisfaction decreases. Virtual queuing is a powerful solution that can improve the customer experience simply by eliminating the physical queuing.

Distribute people waiting :

• Create a more pleasant waiting environment
• Free up customers to continue shopping while they wait
• Reduce perceived wait times
• Let customers arrive for service when you're ready to serve them

Virtual Queue uses technology to manage service queues and optimize customer flow by :

• Virtually placing customers in a queue for service
• Calling customers to be served
• Tracking and managing clients and service assignments
• Optimizing wait times and service efficiency

Transport (re-booking/ticketing)

• Retail (online removal, customer support, product returns)/li>
• Health care
• Authorities / Services publics

Use of mobile telephony

Two-way SMS communication allows customers to expect service almost anywhere, and is a convenient way to register, to follow their expectation and request a rescheduling of appointments.

Custom Queue View

Customers can enter a service queue from virtually anywhere using a quick text message, then track their progress using their custom queue page.

Application Mobile Service Agent

Even service employees can be freed from a desk or counter. Thanks to the Qtrac VR mobile application, service agents can call and assist customers from virtually anywhere.

Multiple points of contact with customers

Texts for mobiles

SMS allows instant and two-way communication with your customer, whether it's important queue information or a personalized message.

Application mobile

Integrated directly into your mobile application, Qtrac VR is instantly available to your most loyal customers, whether they need service or just want to check current wait times.

Internet
On your website, Qtrac VR extends the experience for your customers by including current service appointments and wait times. It can even be adapted for in-store pick-up.

Kiosk

Kiosk tickets provide valuable queue and service information and can also be used to print personalized messages to enhance marketing and promotion.

Digital signage

Qtrac VR Queue Displays are the perfect platform for showcasing slideshows or videos highlighting important customer information or your latest marketing programs.

TRANSMISSION SCREEN (TIERS)

Qtrac online scheduler allows customers to book a service appointment anytime, anywhere. They can see all the facilities near them that offer the service they need, then book an appointment at a time that suits them. Email or SMS reminders can be set up to let customers know when their appointment is coming up.

A POWERFUL SERVICE INTERFACE

• Any data point can be used as a condition for a visual alert on the service screen
• Transfer your customers, and all their data, in another queue
• Prioritize a customer anywhere in the queue, at any time
• Re-queue manually instead of using the automatic queue re-establishment feature
• Edit customer information or add notes to their file at any time

IMPROVED WORKFLOWS

Waiting customers can be grouped manually or by data header, simply by dragging and dropping a header into the group window. Customer groups can then be processed in a single action using one of the function buttons such as transfer or prioritize. Automatic workflows can be set to transfer clients to a new service once the current service is complete, moving them (as well as all their data) seamlessly to the new queue without them having to re-register.

DASHBOARD AND REPORTS

Real-time dashboards and historical reports help manage and optimize the customer journey, day to day and in the future. And a powerful report search tool allows managers to create reports on the fly using any of Qtrac VR's data points.

Appointment (optional)

Before arriving in your company, customers can book an appointment for their appointment. These appointments, taken online or through a mobile app using QtracVR's scheduling software, can help you better manage your department's workload and employee scheduling. And, sure, scheduled appointments offer customers a way to significantly reduce wait times on the day of service.

Inscription

Customers register for an appointment at a kiosk, with a tablet or mobile device. The registration process can be done onsite or offsite, self-service or through an operator. It can be as simple as swiping a loyalty card at a kiosk or offering a more complex question process., responses and information gathering. Customers with appointments use the check-in point as a way to check in and let the company know they have arrived.

Communicate expectations

Customer touchpoints allow companies to set expectations, interact with their client and improve their experience. Appointment confirmations and reminders keep communication open through email and text messaging. Printed registration tickets or text confirmations can provide estimated wait times and other important notices. Digital signage and text messaging can also provide queue information, wait times and services, as well as targeted marketing opportunities.

Behind the scenes, agents and service managers can see the whole picture, or only their own service area. Waiting customers and queues are viewed on PCs or tablets and can be managed, grouped and sorted. Customers can be transferred to other queues, be moved up or down the queue, be prioritized for service, And much more. Alerts and notes instantly notify service agents of customers with long waits or special needs. And live dashboards help managers see what's happening in queues right now.

Service call

Customers are called to the counters or service areas by SMS or LCD screen indicating the display of the customer's name or call number. The system can relaunch customers who did not show up, or delete repeated absences from the system. Using two-way text messaging, clients can even ask for more time if they are not quite ready for the appointment, or ask to be
completely removed from the waiting list.

Service

By calling the customer, the duration of service is measured for each type of service ; customers can give instant feedback on the service via their smartphone.

Optimize efficiency and productivity

The QtracVR is constantly collecting data – name of clients, waiting time, duty load, service time, And much more. Collecting this data in the form of useful and productive reports is at the heart of the Qtrac VR system.. Real-time dashboards and alerts let you react before issues in the field escalate and historical reports reveal trends, issues and opportunities to help increase department productivity, to optimize efficiency and, au final, improve the customer experience.

Automate customer flow

Our people screening solutions interact with the customer flow to improve or automate it. This increases the efficiency and quality of the service.

Increase the efficiency of your customer service

The automatic call system (call forward) of your customers at the point of service available uses voice and digital audio signals or texts and arrows on LCD monitor. QtracCF optimizes customer flows, and increases your quality of service, and customer satisfaction.

Educate and inform your customers

Promotions, and advertising films can be broadcast between two customer calls. Mobilizing the attention of your customers reduces their perception of waiting time by half. 6 different interrupt modes allow projection of split-screen or full-screen images. Use our LCD display or connect your own display system. Use multiple document formats : .bmp, .jpeg, .mpeg, .wmv.

Order the standard ready-to-use QtracCF, or customize to your own specifications

QtracCF is a powerful and complete system that can be customized very precisely to your needs. QtracCF works wirelessly (Z-wave technologies) and allows an easy and very fast installation, no interference with WIFI. Choose your audio alerts, your messages in several languages, multiple voices, custom text and images. Customize fonts, background pictures, sounds and texts. Preview your animation before it goes live.

The flexibility of QtracCF makes your life easier

QtracCF comes standard with advanced features (see technical information). It can be set by any PC and the media can be updated quickly. Its wireless technology allows up to 99 control boxes. Its wireless technology can also control peripherals such as call lights, security doors, …the media management software, en HTML, allows them to be configured remotely.

Automate customer flow

Our people screening solutions interact with the customer flow to improve or automate it. This increases the efficiency and quality of the service.

WE CONTROL THE FLOW – AUTOMATICALLY

Automation of the automatic call process is a trigger to improve the quality of service and its efficiency. Flow control is a proven solution that identifies the availability of service stations (such as security checks or immigration counters) using sensors and displays the next available position for passengers. The real-time algorithm ensures high service point efficiency by reducing idle times and improved service quality by guiding passengers to the optimal service position.

– Waiting times between passengers can be reduced.
– Customers can find the way to the next available service point quickly, efficiently and easily.
– Special queues may be provided for some passengers (Expressway, PMR) on demand and then be reassigned to standard queues.
– Operators can monitor and control the situation remotely from a web-based dashboard.
– Data analysts can learn from history and improve point-of-service operating plans.
– Administrators can configure, adapt or modify all aspects of the system on a web interface.

The airports:

• Security controle
• Immigration / border control

Other Industries:

• Leisure facilities
• Crates

Flow control is specialized optimization software that dynamically distributes waiting passengers between service points. Sensors at service points measure the number of people waiting (mini queue) or if a passenger is served. Monitors at queue exits display the next passenger service position, while the indicator lights above it flash when a passenger is called to it.

The system can process up to four different types of queues, such as priority queues, family queues and people with reduced mobility, as well as multiple queue outputs for queues of the same type. These different categories of travelers are directed to the different service points according to the level of service of each queue in real time. It continuously measures the number of customers waiting, for example in a priority lane ; it permanently assigns more or less service points (files) available so as not to exceed a maximum waiting time for priority lane customers.

At the same time, lower priority customers are retained to provide the required capacity in the fast lane. Flow control is a solution that integrates data from third-party sensors or Via Guide sensors and displays the information on existing monitors or our own monitors.

TRANSMISSION SCREEN (TIERS)

The information screen that indicates the next position available to passengers must be placed at the exit of the queue. The customer can provide any type of screen that is suitable for this solution. Our screen controller generates the image and transmits it to the screen.

MONITOR STANDS

For third-party screens, monitor mounts can be made from taller Beltrac poles.

MONITOR 7″ (MON07)

If the space between the queue and the service positions is limited, the MON07 screen is a perfect solution. This is a screen similar in size to a small tablet that is mounted at eye level on a higher Beltrac pole at the queue exit, clearly visible to passengers. This solution is recommended for queues with experienced passengers like priority class and business class.

SWITCHES

Switch types vary from key switches, button switches, touch switches or virtual switches on the dashboard.

Indicator lights show, by their lighting flexibility, the status of the service position or the mini queue. Here is the device we found the most effective:

• Blinking green : Appeal to passengers
• Blanc stable : Available, currently not calling
• Off : service post not available

SENSORS

Sensors measure the filling level of queues and mini queues, as well as the movement at the exit of the queues.

DATA

All data generated is available in real time on our dashboard. It is also possible to open and close service posts and override system decisions.. Historical data is aggregated and can be analyzed on our analytics platform or via an API on any other BI platform.

Point-of-service sensors

Sensors measure whether passengers are served at the service point or are waiting in queues in front of it.

Pathways and priority management

On special routes, such as priority lanes or lanes reserved for people with reduced mobility, sensors identify if passengers are waiting and trigger the algorithm to assign them service points or control lanes.

Stands, screens and monitors

The screens located at the exits of the queues indicate to the passengers the next counter or the next available queue. The screens can be personalized according to the visual identity of the customers, with animated graphics also possible. RGB indicator lights at the service station indicate the current status of the station with preset lighting and flashing.

Automate customer flow

Our people screening solutions interact with the customer flow to improve or automate it. This increases the efficiency and quality of the service.

WE CONTROL THE QUEUE – AUTOMATICALLY

Automating the waiting process improves efficiency and quality of service. Both of these objectives are achievable with our queue control solution based on our Smart Gate – a revolving gate that can automatically change the layout of the queue.
Sensors measure the amount of passengers and trigger Smart Gates to determine optimal routes – longer or shorter journeys depending on how full the queue is.

So, passengers do not have to walk any longer than necessary and no personnel are required to manually open and close the straps to control the flow. In addition, changing the queue layout is standardized in terms of position and fill level.
Smart Gates can also be triggered by a remote control, which allows to create a semi-automatic queue.
Besides changing the queue layout, Smart Gates can also be used to balance passengers between queue sub-areas or to control access to a queue. With these proven solutions, the queuing process becomes a professional and automated process, comparable to logistics processes for checked baggage.

• Automated Queue Control
• Access control
• Priority to passengers

The Smart Gate is a swing gate that consists of one or more polycarbonate plates that swing around a Beltrac post. Gate positions can be programmed up to 360°, so that passengers are pointed in the right direction.

The door rotates at a maximum speed of 2 seconds over 90° and is powered either by a rechargeable battery, either by a permanent power supply.

It is placed in the queue where normally the straps are open for shortcuts or closed for bypasses. Sensors in the queue identify passenger flow and calculate the best passage for the current flow, triggering the Smart Gates by radio – as short as possible, as long as necessary.

Existing third-party sensors or a sensor from the Via Guide range can be used for this application.
Optional visual measures such as barrier and floor films, monitors or traffic lights improve the visibility and efficiency of Smart Gates for passengers.

When a semi-automatic solution is used, layout change can be triggered remotely, so that staff do not have to enter the queue. to change the layout.
As part of an access control system, the Smart Gate can be triggered by any ID card reader or other access control system.

SMART GATE

BELTRAC INTEGRATION

The Smart Gate integrates seamlessly with other products in Via Guide's Beltrac line. The Smart Gate mechanism is built into a Beltrac post which is attached with a magnetic base to the metal disc, then on the ground, which guarantees its robustness.

Like a regular strap post, the Smart Gate can be used as a receiving point for Beltrac straps.

MECHANISMS

The mechanism rotates the blades back and forth to any preset position and has no physical stop. It has an overload release to guarantee safety and an integrated position control. The speed for a position change of 90 degrees is only 2 seconds, and lights and sound can be used to notify passengers when the door changes position.

DOORS

The blades are made of acrylic glass. The design can be completely customized to meet the company's graphic charter or to improve the flow of passengers using arrows and/or stop signs.

FEED

The Smart Gate is powered either by our internal rechargeable battery (+3,6 V / 160 Wh), either by a permanent power supply. Typical battery life is approx. 3 600 cycles de rotation.

• diameter pole : 70 mm
• plate width : max. 1 500 mm
• Height : min. 1 014 mm
• Rotate time : 2 dry for 90°.
• plate material : polycarbonate

TRIGGER

The change of position of the blades is triggered by a manual remote control, by sensors or by an access control system. The Smart Gate itself can be equipped with an internal person detection sensor to improve security.

INTEGRATED SOLUTIONS

In combination with other Via Guide Passenger Flow solutions, such as Beltrac magnetic poles, Nextrac panels on the queue perimeter and our information systems, it is possible to create a maintenance-free and very efficient waiting area.

EXAMPLE OF ADAPTING THE LAYOUT OF QUEUES

Smart Gates are placed in the queue at decision points where normally the straps are opened or closed in order to change the passenger route. The Smart Gate is programmed for the required positions – long versus short or open versus closed.

Depending on process required and material available, Smart Gates are triggered manually by remote control or by people detection systems.

QUEUE BALANCING EXAMPLE

Thanks to this improvement in decision-making, you can also balance passenger flows from one part of the queue to another using Smart Gates.
In order to optimize queues, it may be necessary to obtain additional information from the service points.

Monitor and measure the flow of customers

Our people tracking systems are a set of different solutions that measure people flow in real time and calculate key performance indicators that are available for real-time insights or analytics.

Digitalization of service processes

Measure key performance indicators (KPI) the most relevant service processes – like the length of service, the number of customers, group size, use of counters – to improve efficiency and quality of service.

Sensors installed at service counters, at checkout counters or security checkpoints identify people at the service station and measure their time spent, including the start and end of the service process.

The generated KPIs are transmitted to our web servers, where data can be analyzed.

This helps to understand processes and improve personnel resource planning.
Real-time dashboards and notifications allow you to react when defined thresholds are exceeded.

Applications

• Service desks
• Information counter
• Receptions/reception desks
• Ticketing
• Registrars
• Security controle
• Check-out

DATA COLLECTED

The following data is determined : service start time, end time of service, group size, meter usage.

DATA PROCESSING

All data is uploaded and processed on Qmetrix web servers, where data is stored and aggregated.

REAL-TIME

All data is available in real time. This makes it possible to display real-time information on waiting times to passengers or to be notified by alerts when waiting times are exceeded.

ANALYTIC

All data can be analyzed using the Qmetrix Analytics web platform which offers numerous standard reports.

QMETRIX RANGING SENSOR (QRS)

Unlike stereo video systems, this 3D laser sensor is completely light-independent and therefore not affected by direct sunlight, shadows or reflections. The sensor is optically discreet, only requires a PoE connection and is ceiling mounted. Its counting accuracy is greater than 98%.

CUSTOMER COUNTER

A simple to install infrared sensor, mounted on desk or above, who monitors the area in front of him.

THIRD PARTY DATA

In addition to our sensors, data from third-party systems can be integrated to our measurement. This allows either to save the sensors, either to improve the quality of the data. The following data can be integrated by us : sensors from other manufacturers, boarding pass readers or eGates. The prerequisite is that the data is available in real time.

Monitor and measure the flow of customers

Our people tracking systems are a set of different solutions that measure people flow in real time and calculate key performance indicators that are available for real-time insights or analytics.

Via Guide capacity monitoring powered by Qmetrix is ​​a solution for measuring the filling levels of spaces and zones. Thanks to our sophisticated technology, there is no need to cover an entire area with sensors.
Our sensors detect access and exit from these areas, like terminals, hallways or living rooms. Through statistical methods, it is then possible to calculate the filling level and an average residence time, according to the principle of “first in, first out”.

Our Qmetrix Ranging Sensor is a 3D laser sensor, which is installed on the ceiling and offers a counting accuracy of more than 99 %. This sensor is not affected by lights, shadows or reflections. In addition to sensor data, it is possible to integrate data from third parties, like those of other sensors, metal detectors or eGates.
All data collected is available in real time and in historical form, for an in-depth analysis.

Avoid congested areas before they happen with real-time alerts ! Sell ​​excess lounge capacity to other airlines ! Improve your staff planning based on passenger forecasts !

Requests

• Terminals
• Corridors
• Fairs
• Waiting areas
• See the terraces
• Businesses
• Restaurants

Our goal in capturing capacity “KPIs” is to find a simple, cost-effective solution for customers. Unlike other products on the market, we do not track passengers in the area, which requires a large number of sensors to cover the entire queue. Our method is based on the principle of “first in, first out”. This allows us to position counting points at relevant locations, like entrances and exits, which considerably reduces the number of sensors. As required, we use our own sensor or existing external data.

DATA COLLECTED

The following data is determined : Access rate, service rate and filling level.

DATA PROCESSING

All data is uploaded and calculated on Qmetrix web servers where the data is stored and aggregated.

REAL-TIME

All data is available in real time. This makes it possible to display information on waiting times for passengers in real time or to notify them with alerts if waiting times are exceeded..

ANALYSE

All data can be analyzed using the Qmetrix Analytics web platform, which offers many standard reports.

QMETRIX DISTANCE SENSOR (QRS)

Unlike stereo video systems, this 3D laser sensor is completely light-independent and therefore not affected by direct sunlight, shadows or reflections. The sensor is optically discreet, only requires a PoE connection and is ceiling mounted. Its counting accuracy is greater than 98%.

COUNTING PORTAL

Our counting portal offers a combination of high counting quality and flexibility. The sensor is located above the gate behind the panel with the queue identification. This eliminates high installation costs. Optional, a screen can also display dynamic content, like the current waiting time.

THIRD PARTY DATA

In addition to our sensors, data from third-party systems can be integrated to our measurement. This can either save the sensors, or improve data quality. The following data can be integrated by us : sensors from other manufacturers, boarding pass readers or eGates. The prerequisite is that the data is available in real time.

Monitor and measure the flow of customers

Our people tracking systems are a set of different solutions that measure people flow in real time and calculate key performance indicators that are available for real-time insights or analytics.

Measure the flow of visitors in the queues

Electronic measurement of the flow of passengers in queues is the key to optimizing processes. Compared to random observation, measurement ensures consistent and reliable data.

Sensors detect entry and exit from the queue and the flow of passengers therein.

Through statistical methods, the queue PKI can be determined based on the principle “first in, first out”. By strategically positioning the sensors, it is possible to reduce their number and associated costs.

Via Guide Queue Monitoring solutions powered by Qmetrix allow you to measure key performance indicators (KPI) real-time queues.

Depending on the situation and needs, we use our ceiling mounted 3D sensor or our wireless queue sensor, which is perfectly integrated into our Beltrac posts. In addition, it is also possible to integrate third party data.

All the data collected is available in real time and historically, for in-depth analyzes.

Avoid long wait times by improving workforce planning with reliable forecasting ! Balance passenger flows between several zones to avoid excessively long waiting times ! Measure the performance of your team or your subcontractors !

Airports

• Registration
• Security controle
• Immigration
• Taxi queue
• Queue saturation / Unexpected

Other Industries

• Retail
• Public transport
• Services publics
• Health Services
• Theme parks

THE METHOD

Our goal in measuring queue KPIs is to provide customers with a simple, cost-effective solution. Compared to other products on the market, we do not track passengers in the queue, which requires a large number of sensors, in order to cover the entire queue.

Our method is based on the principle of “first in, first out”. This allows us to position count points at relevant locations., such as entrees, exits and intersections, which greatly reduces the number of sensors. As required, we can rely on one or two different sensors or on the use of existing data from third parties.

DATA COLLECTED

The following data is collected : access rate, service rate, queue length, filling level and waiting time. If measurements are taken near individual service positions (for example, security check counters or lanes), additional data can be determined : use of service positions, duration of transactions, waiting time between transactions and group size.

ANALYTIC

All data can be analyzed using the Qmetrix Analytics web platform which offers many standard reports.

DATA HOSTING

Notre Software as a Service, which has proven itself, guarantees the availability and security of your data, which are hosted in the data center of an Austrian bank. An alternative, they can be hosted locally on an on-site server.

REAL TIME

All data is available in real time. This makes it possible to display information on waiting times to passengers in real time or to be notified by alerts when waiting times are exceeded..

WIRELESS QUEUE SENSOR (WQI)

The WQI is an infrared sensor integrated in a Beltrac pole which counts each passer-by, detects direction of travel and measures speed. The data is then sent to the data controller by radio transmission. Built-in rechargeable batteries have a lifespan of six to eight months. The use of the WQI allows rapid commissioning without special installation effort and an independent study has revealed a counting accuracy of 96 %.

QMETRIX DISTANCE SENSOR (QRS)

Compared to stereo video systems, this 3D laser sensor is completely independent of light. This means it is unaffected by direct sunlight, shadows or reflections. The sensor is visually unobtrusive and only requires a PoE connection. The counting accuracy is greater than 98%.

ACCOUNT PORTAL

Our counting gantry offers a combination of high counting quality and flexibility. The sensor is located above the gantry behind its panel with the identification of the queue. This avoids high installation costs. Optional, a screen can also display dynamic content, such as the current wait time.

THIRD PARTY DATA

In addition to our sensors, data from third-party systems can be integrated to our measurement. This allows either to save the sensors, either to improve the quality of the data. The following data can be integrated by us : sensors from other manufacturers, boarding pass readers or eGates. The prerequisite is that the data is available in real time.