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- General settings for queue
General settings for queue
Modify block out time
By default, Zenoti only permits the creation of block-out times in the Queue. However, you can enable the editing and deletion of these block-out times directly from the Queue allowing your front desk staff to efficiently manage block-out times without the need to switch over to the Appointment view.
At the organization level, click the Configuration icon.
Search for and select the Edit and delete block out time in Queue setting from the Appointments section.
Enable the setting.
Click Save.
Allow guest services to start irrespective of the queue order
You can allow employees to be able to provide services to any guest randomly (not necessarily the first guest in the queue).
At the organization level, click the Configuration icon.
Search for and select the Allow guest services to start irrespective of the order in Queue setting from the Appointments section.
Enable the setting.
Note
If you enable this setting, the Estimated Wait Time displayed on the Kiosk may not be accurate.
Click Save.
Impacts and considerations:
When you enable this feature:
All the appointment blocks in the Queue are highlighted.
All the appointment blocks will only have the Left and Start buttons. The Skip button does not appear.
Your front desk can check the availability of the providers and the guests and mark the respective appointments as Start.
If a guest does not show up for the appointment, then the front desk can mark the appointment as Left. This will delete the appointment from the Queue.
Mandatory reason for changing guest status
You can allow employees to add the reason to explain why they moved a guest from the status Being Serviced to Waiting.
At the organization level, click the Configuration icon.
Search for and select the Make it mandatory for employees to provide a reason if they move guest from the status Being Serviced to Waiting setting from the Appointments section.
Enable the setting.
Click Save.
Impacts and considerations
Enabling this setting will result in inconsistent wait times for guests.
Allow authorized employees to modify guest status
You can prevent unauthorized employees from changing guest status from In Service to Waiting and also specify the time limit beyond which authorized employees can change the service status. If an employee tries to change the status of a guest and they are not authorized to do so, they will be prompted to find another employee who is authorized to do so.
At the organization level, click the Configuration icon.
Search for and select the Allow only authorized employees to move guests from the status In Service to Waiting setting from the Appointments section.
Enable the setting.
Specify the time limit beyond which authorized employees can change the service status in the Back to waiting time limit (in minutes) field.
For example, if you configure the time limit to be 10 minutes. Within 10 minutes of starting the service, any employee can undo the start of the service. After 10 minutes, only employees with the required role permission can change the service status.
Click Save.
Enable default service for all guests
At the organization level, click the Configuration icon.
Search for and select the Enable a default service for all guests in Queue setting from the Appointments section.
Enable the setting.
Click Save.
Impacts and considerations
For a default service to be available for a center:
Associate the service with the center.
Configure all providers to perform the service.
Enable the Reschedule queue based on resource availability setting at the center level.
Prioritize guests with scheduled services over walk-ins
You can enable a setting to ensure that guests already in queue and scheduled to start their services are not delayed by walk-in guests.
At the organization level, click the Configuration icon.
Search for and select the Prioritize guests with scheduled services over walk-in guests setting from the Appointments section.
Enable the setting.
Click Save.
Calculate average guest wait time using employee transition time
You can manage the time that employees spend between servicing guests, such as time spent cleaning and sanitizing their workspace, getting supplies, and preparing for the next guest. It can help to calculate the estimated guest wait times accurately and make necessary adjustments to improve the customer experience.
At the organization level, click the Configuration icon.
Search for and select the Use employee transition time to calculate average guest wait times setting from the Appointments section.
Enable the setting.
Enter the duration in minutes as the average transition time.
Click Save.
Calculate enhanced wait times
You can calculate the enhanced wait time based on how long the employee took for a service in the past and the guest's past service duration.
At the organization level, click the Configuration icon.
Search for and select the Calculate enhanced wait times based on employee efficiency and guest's service durations in the past setting from the Appointments section.
Enable the setting.
To calculate an employee's efficiency for a service, enter the duration of a specified number of past services that will be used for calculation.
For example: If you define the duration as 10, it means an employee's 10 past service duration are considered to calculate that employee's efficiency.
To calculate a guest's historical service duration, enter the duration of x number of past services.
For example: If you define x as 10, it means the guest's 10 past service durations are considered to calculate that guest's average historical service duration.
To calculate a service duration when an employee has serviced the same guest, enter the duration of a specified number of past services.
For example: If you define the duration as 10, it means you are calculating the average duration of 10 of this employee-guest's past service durations.
Click Save.
Mandatory service provider assignment
At the organization level, click the Configuration icon.
Search for and select the Make it mandatory for employees to assign a service provider before starting a service setting from the Appointments section.
Enable the setting.
Click Save.
Allow employees setting up time
You can provide the amount of time it takes an employee to prepare for a service. It can include tasks such as cleaning the work area, gathering supplies, and reviewing the customer's needs. By providing set-up time to your employees, you can help them to start each service on time and accurately calculate the wait time for guests.
At the organization level, click the Configuration icon.
Search for and select the Allow employees setting up time (in minutes) setting from the Appointments section.
Enter the time in minutes.
Click Save.
You can override this setting and provide a value at the center level.
At the center level, click the Configuration icon.
Search for and select the Queue setting from the Appointments section.
Navigate to Wait times.
To override the organization setting, select the Override and instead use this as value option and provide the time in minutes.
Click Save.
Assign therapist based on idle time
At the center level, click the Configuration icon.
Search for and select the Assign therapist based on idle time setting from the Appointments section.
Enable the setting.
Click Save.
Impacts and considerations:
If this feature is disabled, the provider will be assigned based on their utilization.
Reprocess or reschedule services while booking
Reprocessing is a feature that lets Zenoti dynamically assign resources and adjust service start times based on availability to manage guest visits efficiently. You can reprocess services when a guest books from different channels, such as Booking wizard, Booking panel, Consumer Mobile App (CMA), and Webstore. Actions such as creating an appointment, marking an appointment as a no-show, starting or completing an appointment, and service providers clocking in or out will trigger reprocessing.
For example, a guest’s appointment is scheduled to start at 11:00 AM but the guest checks in at 10:00 AM. If an earlier slot is available for the guest at 10:30 AM, Zenoti automatically reprocesses the queue and moves the guest’s appointment to 10:30 AM.
At the center level, click the Configuration icon.
Search for and select the Reprocess or reschedule services when guests book from these channels setting from the Appointments section.
Select the relevant channel.
Click Save.
Impacts and considerations:
Reprocessing can affect the scheduled start time of services if services ahead in the queue are delayed.
To advance a checked-in guest's appointment to an earlier time based on the service provider's availability, enable the move future appointments to earlier times setting.
This setting is dependent on the Reschedule queue based on resource availability setting.
Hide Number of Guests in Queue View
Managers can restrict front desk employees from seeing the number of guests waiting and serviced in the Queue view to limit operational visibility.
At the organization level, click Configuration.
Navigate to Security Roles and select the role for which you want to enable this setting.
Click Permissions > Queue accordion.
Select the Show guest numbers in Queue view checkbox. By default, this permission is enabled for all roles.
To hide guest numbers, clear the checkbox for the respective role.
If enabled, it shows the number of guests waiting and total guests today. If disabled, it hides this information from the queue view.