In-Person Workspace
Learn all about your in-person service workspace.
The in-person workspace is the place where you record client service sessions for clients who come to your workplace, or whom you will serve via video appointments.
Click the topics below to navigate the subject more quickly:
Starting your service day
Start your service day on the go Workspace / In-person Workspace. Then choose the service unit, company, shift and counter to start, as shown in Figure 1.
Figure 1: Starting the Work Day.
Viewing the service queue
See in Figure 2 the way you view the queue: differentiating scheduled services from those who took a service ticket on site:
Figure 2: The Service Queue.
Also note that the queue is viewed in ascending order, from the customer who has been waiting the longest onward, and that scheduling does not count toward that waiting time.
Reminder: the orange dot means the service has not yet been pulled by anyone. How about starting a service now?
Calling service from the queue
To call your service, follow the steps shown in Figure 3:
Figure 3: Calling Service in the Queue.
What did you do? First: you clicked on:
And called your service. Then the Allocate Servicescreen appeared. This is the moment when the system confirms whether you were the first to pull that service, or whether it was another attendant:
At that moment, you can still click to cancel your service request . But click fast! After it is allocated to you, you will only be able to:
Remember to call the service again (by calling the ticket on your workplace TV).
Start the service (the moment the client arrives at your counter).
Or cancel the service (if no client appears at your counter).
A curiosity: in the Figure 3, after you start the service, a screen appears asking you to share your computer screen with tatodesk. This means your service is being recorded.
Only after it has started will you see the screen loaded with the client's and service's information.
Another thing: if the service is scheduled and you do not have permission to pull services out of order from the queue, it will not be possible to pull the appointment before the scheduled time.
If you try, the system displays an error message:
In-person Workspace: Loaded Information
Figure 4: In-person Workspace Loaded with Information.
Notice above that, after pulling the service, the screen loads on the right with information related to the client in front of you at the counter. This serves to visually identify what the client wants.
Shall we get to know them one by one?
Protocol: service protocol number, followed by its status. In Figure 4: started. But it could be transferred, for example.
Type: type of service.
Attendant: name of the attendant who pulled the service.
Date: date the service was generated in the system. For example: the moment the client generated the ticket at the service kiosk.
Last action: last action of the service. In the case of Figure 4 the moment it was pulled from the queue.
Company: company you work for.
Unit: your service unit, the physical location where you work.
Service Types: service chosen by the client at the time the ticket was generated, with the option for you to edit that service. A very important action. See here the reason.
Service Classification: classification chosen by the client at the time the ticket was generated, with the option for you to edit that service. A very important action. See here the reason.
Contact Form: information provided by the client at the time the ticket was generated. In the case of Figure 4 only the email.
Editing Service Types
Imagine the client chose the bill dispute service, but during your service they became convinced the amount was correct and asked to set up an installment plan.
In that case, you can edit the service type, adding the installment service to the service. Just follow the flow of Figure 5:
Figure 5: Editing the Service Type.
This action is extremely important to justify to your manager the additional time spent resolving the service.
In the Figure 5 you notice that you need to select the service category before inserting the new service type. You also notice that it is possible to remove a service from the list. And that after the action, the service type is edited, appearing on the screen the way you edited it.
Editing Service Classification
Also imagine that the client generated a ticket with priority for Pregnant Women, but when they arrived at your counter, you saw that the reality did not match the expectation.
In that case, you can edit the service classification. Just follow the flow of Figure 6:
Figure 6: Editing Service Classification.
Note that, after being edited, the new classification is displayed on the screen, with the trace of the previous classification chosen by the client.
If it is management guidance, you can also transfer that client back to the queue with the new specified classification. Want to know how to transfer a service? Click here.
Now that we've talked about the information viewed in the in-person workspace, shall we describe its buttons?
In-person Workspace Buttons
Figure 7: In-person Workspace Buttons.
Looking at Figure 7 you can see six available buttons. Shall we get to know each of them?
Viewed only if you are transferred to a unit that is not yours. Clicking it signals to the responsible people that something is wrong in the unit where you are transferred.
Viewed for everyone. Clicking it signals to the responsible people that something is wrong in your home unit.
Attention: only use the emergency buttons in serious cases. Robberies, for example.
Finish a stage of the service, returning the client to the queue. Only visible in units that divide their services into stages. Triage and Outpatient, for example, in the case of hospitals.
Imagine you are doing an installment plan and the client needs to leave the counter to scan necessary documents. In that case, you pause the service. After doing so, a popup opens:
There, you select the reason for the pause and choose between releasing the service back to the queue or continuing the service. If you choose continue, you wait for the client's return while also serving the next one.
Cancel the service if the client does not show up at your counter or leaves and does not return during the service. Clicking it, a popup opens:
There, you select the reason for cancellation (or directly mark the no-show). Then write an internal note for your manager and confirm.
Conclude the service naturally, after attending to all the client's requests.
Attention: do not use this button to cancel staged services thinking they will move to the next stage. For that, use the finish stage.
button In addition to the buttons, on the In-person Workspace we see the gear icon on the left and right, as shown in:
Figure 8
Figure 8: Gear Icons of the In-person Workspace.
Available Actions in the In-person Workspace
Each gear lists a series of actions you can take during your work. Shall we get to know them?
Figure 9: Right Gear of the In-person Workspace.
Emergency
In the right gear, we have some interesting actions. Let's detail each one of them. Emergency Clicking
Attention: only use the emergency buttons in serious cases. Robberies, for example.
Change Counter
In the right gear, we have some interesting actions. Let's detail each one of them. Change Counter signals to the responsible people that something is wrong in your home unit. here.
Attentionyou change service counter. The flow is the same as starting the service seen
My Information
In the right gear, we have some interesting actions. Let's detail each one of them. My Information : avoid changing counters with open services. If you do, the service disappears from your queue, as it is linked to the counter and unit where you were previously.
you view your login information on the platform:
Figure 10: Attendant Access Information.
Search Protocol
In the right gear, we have some interesting actions. Let's detail each one of them. Search Protocol Such as current counter and unit, shift, company and service units where you serve.
you access a screen to search service protocols:
Figure 11: Search Protocol.
Just type the protocol into the field and search. The search returns the identified protocols:
a) By the service menus (in-person service protocols, digital, ticket or bot conversation protocols);
b) By status;
Start Break
In the right gear, we have some interesting actions. Let's detail each one of them. Start Break c) By the service unit or department where the protocol was generated.
you select the break you want to take:
Figure 12: Start Break. With the option to leave a message for your manager, marking or not the option to.
release the counter here.
AttentionIf you release the counter, someone else can take it to start their work day, as we saw
WhatsApp
In the right gear, we have some interesting actions. Let's detail each one of them. WhatsApp : it is not possible to start a break with an open service. If you try, the following error message is displayed:
you send specific templates to clients related to the service you are performing.
What are templates? Standard messages registered in tato for proactive communication with your company's clients:
Figure 13: Sending WhatsApp.
Scenarios in which you might send templates:
a) Very large stores, where the client takes a long time to reach the counter and you want to alert them;
b) Sending satisfaction surveys;
c) Other scenarios defined by service management. Let's describe the actions according to the fields of?
Figure 13
Select template (required): select the registered template available according to the scenario. Enter the phone number (required): enter the client's mobile number, in the format 55DDD9Number
(format for recording numbers on WhatsApp).
Search the person: search the person within the platform's registry. Optional field.
Select the department: choose your department, or the department you want the client to go to if they respond to the template. Optional field.
Select the Webhook: it is like a tracker that follows the message's path (if it was sent, delivered, read, etc.) and sends that information to another system if you want to monitor it. Optional field.
Select the metadatas: these are hidden pieces of information that travel with the message. The chatbot can use this data later to personalize the conversation or help in human service. Optional field.
AttentionSelect the additional information: these are extra notes you add to better organize and identify your campaigns or message blasts. Optional field. : Learn more about sending templates in tato inMarketing . See more about registering the customer base in tato in
SMS
In the right gear, we have some interesting actions. Let's detail each one of them. SMS CRM. you send to mobile devices the commonly knowntext messages
, with specific messages for each situation related to the service you are performing. SMS, In the case of the messages
are the templates registered in tato for proactive communication with your company's clients:
c) Other scenarios defined by service management. Figure 14: Sending SMS.?
Figure 13
Select template (required): select the registered template available according to the scenario. Enter the phone number (required): enter the client's mobile number, in the format 55DDD9Number
(format for recording numbers on WhatsApp).
Search the person: search the person within the platform's registry. Optional field.
Select the department: choose your department, or the department you want the client to go to if they respond to the template. Optional field.
Select the Webhook: it is like a tracker that follows the message's path (if it was sent, delivered, read, etc.) and sends that information to another system if you want to monitor it. Optional field.
Select the metadatas: these are hidden pieces of information that travel with the message. The chatbot can use this data later to personalize the conversation or help in human service. Optional field.
AttentionFigure 14 : Learn more about sending templates in tato inMarketing . See more about registering the customer base in tato in
: Learn more about sending SMS in tato in
In the right gear, we have some interesting actions. Let's detail each one of them. : Learn more about sending SMS in tato in End Service Day
you end your service day and log out of the platform. This action should be done only at the end of your shift.
Figure 15: End service day. Attention:
you cannot end your service day and log out if you have a service in the queue. In that case you need to finish the service first.
Figure 16: End service day with client in queue. Tip: here.
Insert Additional Information
avoid logging out of the platform without finishing services and ending the day. This will increase your metrics and cause headaches for your manager. See more about the subject
This action is part of the actions we can take regarding the services we perform. It is the first and is located in the gear on the right:
Figure 17: Left Gear of the In-person Workspace. To insert additional information into the service, follow the step-by-step shown in:
Figure 18
Figure 18: Insert Additional Information.
ReminderAs the name implies, this action adds information to the information that was already present in the service and that was provided to you when the service ticket was generated.
: the additional information is pre-registered by your manager. If the list is incomplete in your view, contact management.
Service Type Information They are similar to additional information. The difference is that they are mandatory. If you do not enter them (as in Figure 19
below) you will not be able to close the service without providing them.
Insert Tag
In the right gear, we have some interesting actions. Let's detail each one of them. Insert Tag Figure 19: Insert Service Type Information.
you qualify the service, making it easier to locate in-person services in management reports.
Figure 20: Insert Tag. In the example inFigure 20 , an Installment
Insert Note
In the right gear, we have some interesting actions. Let's detail each one of them. Insert Note cannot be completed for lack of documents, and the tag qualified it as such. you add a note if you need to transfer this service
to another person.
Figure 21: Insert Note. View Notes In other words: it is a message linked to the service, viewed in the
View Notes
In the right gear, we have some interesting actions. Let's detail each one of them. View Notes only by the person who receives the transferred service.
you view the notes of a service transferred to you.
View History
In the right gear, we have some interesting actions. Let's detail each one of them. View History Figure 22: View Notes.
you view the service timeline, from the moment the client generated the ticket until that moment.
Attachments
In the right gear, we have some interesting actions. Let's detail each one of them. Attachments Figure 23: View History. Add Documentsyou view the documents you attached in
, and you can also download them to your work computer.
Long Service
In the right gear, we have some interesting actions. Let's detail each one of them. Long Service Figure 24: Attachments.
you signal to your supervisor that the service will take longer than expected.
Figure 25: Long Service. An interesting resource, because the signal is seen immediately by your managers on theReal-Time Service screen, helping the decision to ease the queue or justify the delay
Transfer Service
In the right gear, we have some interesting actions. Let's detail each one of them. Transfer Service you signaled.
you transfer a service to another user logged into the platform.
Figure 26: Transfer Service.
Do this if you are leaving and need to transfer the service to someone. Or if you need to transfer the service to your supervisor. Don't forget to inform the person about your new counter, nor to insert a note
Attentionto make the life of the person receiving the transfer easier. : as shown in Figure 26
Add Documents
In the right gear, we have some interesting actions. Let's detail each one of them. Add Documents it is only possible to transfer the service to a logged-in user.
you add documents to the service directly from your work computer:
See in Figure 27: Add Documents. Figure 27
where you can both photograph an ID, for example, directly from your computer's camera, and upload a file directly from your work computer. AttachmentsOnce done, it is possible to view the documents in
Document Submission
In the right gear, we have some interesting actions. Let's detail each one of them. Document Submission . In other words: the documents are linked to the service, including in reports. you view the documents sent via QR Code
during the generation of the service ticket:
Figure 28: Document Submission. This functionality depends on a platform configuration that is the responsibility of your manager and is done in.
Apps
In the right gear, we have some interesting actions. Let's detail each one of them. Apps Document Forms
you view a window with your company's services integrated into the Workspace:
Figure 28: Document Submission. Figure 29: Apps..
Video Service
WebApps The Workspace also includes a video service mode. For those of you who haveattendant access profile
, the only thing that changes is that, instead of the client being at the counter, they will be on video:
Figure 30: Video service.
Curiosities:
a) The video service can come from a scheduling or from a specific counter.
b) In the case of scheduling, the client receives the virtual room link by email.
c) In the case of a specific counter, your workplace may have that counter with a computer so that you attend clients from other locations, depending on queue management. In addition to the buttons, on theAnd with the definition of video service we conclude the here.
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