The XQ2 platform workflow is based on the concept of Tickets, Services and Dispositions.
Tickets
When a customer arrives at the store and is checked in manually into the XQ2 system by an RSC (or automatically by an appointment), a Ticket is created and attributed. This Ticket is stored in the XQ2 database, and is used to identify the customer in this interaction with the store. After the customer leaves, the Ticket is closed, and so ends the interaction.
In some situations (customer has to leave to get some documents, for example) the RSC is able to recall the Ticket after it is closed (or reschedule to a different date/time) and thus continue the interaction with the customer.
Services
Customers come to the store to perform specific actions, like replacing a remote or adding a new home internet line.
Those actions are called Services, and can be configured in XQ2’s back-office.
Services can be assigned to each Store and to each RSC individually. For a Service to become available to a customer when making an appointment or checking in at a given Store, it needs to be assigned to that Store. In the same manner, for an RSC to be able to call a Ticket for a specific Service, that Service needs to be assigned to the RSC.
The editing of Services is done in the Services page, and assignment of Services to either Stores or RSC is done within the Edit Stores page.
Dispositions
Dispositions are the results of the interaction between customers and RSCs. Before a Ticket is closed, the RSC is required to choose the Disposition for the current interaction. They are stored in XQ2 Database and can be used to evaluate Store and RSC performance in the Analytics Dashboard.
Each Disposition is assigned to one or multiple Services, and can be grouped to make its selection easier.