Support unit
Allows you to register a new unit on the platform, linking it to previously defined settings.
How to Access
Access: Service/ In-Person Service/ Service Unit.
Registered units can be used when opening tickets, organizing services and generating reports.
The screen Service Units allows viewing, registering, editing and managing the units linked to the platform.
In the listing, the following information is displayed:
Name
Region: Region linked to the unit (previously registered).
Address: Physical location of the unit.
Accessibility: Indication of the accessibility resources available.
Scheduling: Defines whether the unit has scheduling enabled.
Partner Unit: Indicates whether the unit is classified as a partner.
Active: Availability status of the unit on the platform.
Action:
Edit: Allows changing the registered information of the Service Unit.
Delete: Removes the unit from the platform.
Indicators: Accesses the statistical data and metrics related to the unit.
Configure Scheduling: Allows defining or adjusting the unit's scheduling settings, such as times and availability. Learn more by clicking here!
From this screen, it is also possible to use the buttons New to register and Filter to refine the view of registered units.
Action
In this feature, in addition to the actions to edit and delete a service unit, it is possible to access the unit's indicators and configure scheduling.
When accessing Indicators, a summary is displayed with metrics related to the Service Unit:
Average Time in Service: Represents the average time spent in the services performed by the unit.
Average Waiting Time: Indicates the average time users wait before being served.
This information helps monitor the unit's performance and efficiency.
In the option Configure scheduling, it is possible to define the unit's availability rules:
Alternative Schedule: Allows enabling differentiated service configurations.
When enabling the option Alternative Schedule, it is possible to link a previously registered timetable to replace the unit's default schedule.
Figure 4: Enabling alternative schedule. In the selection field, the available alternative schedules will be displayed. To learn more about them, click here!
Service Interval: When the alternative schedule option is not enabled, the interval defines the default time between appointments (e.g.: 30 minutes).
Service Hours: Configuration of days and times available for service. See more about registering service hours by clicking here!
Blocked Hours: Allows blocking specific periods. See more by clicking here!
Blocking Schedules: Defines recurring or scheduled blocking rules. See more by clicking here!
After making the changes, click Confirm to save the settings.
New Service Unit
The screen Add Service Unit allows registering a new unit, defining its operational settings and service rules.
General Information
Name: Provide the unit identification.
Company: Select the company to which the unit will be linked. (previously registered) See more here!
Region: Choose the region (previously registered) See more here!
Address: Enter the unit's physical address.
Accessibility: Enable if the unit has accessibility resources.
Number of Agents: Define the number of agents available for service in the unit.
Pipelines: Select the pipeline that will be used by the unit. See more here!
Service Settings
Service Types: Allows defining which service modalities will be available. (previously registered) See more here!
Service Hours: Configure the unit's days and hours of operation.
Service Grid: Defines the organizational structure of the services. (previously registered) See more here!
Average Service Time: Establishes the average expected time for each service.
Average Waiting Time: Defines the estimated average waiting time.
Additional Rules
Allow Scheduling: Enables the possibility of scheduling for the unit.
Partner Unit: Indicates whether the unit is classified as a partner.
Prioritize Services Near the Waiting Time Limit: Enables automatic prioritization of services that are close to the configured limit.
Filter Service Unit
The option Filters allows refining the listing of Service Units according to specific criteria:
Service Unit: Allows selecting a specific unit for viewing.
Scheduling: Filters units that have scheduling enabled or not, allowing selection between No Scheduling, Scheduling or All.
Partner Units: Allows showing units classified as partners, non-partners or all.
Active: Allows filtering units according to their activation status.
After defining the desired criteria, click Filter to apply the selected settings.
Last updated