OneApp Queue Management System is a smart digital solution designed to organize and manage customer queues efficiently. It helps businesses like clinics, hospitals, banks, and service centers reduce waiting times, improve customer experience, and streamline operations. With real-time queue tracking, notifications, and analytics, OneApp ensures smoother service flow and higher customer satisfaction.

🧭 1. Core Queue Management

• Smart Token Generation

o Auto or manual token assignment

o Digital (mobile, QR, kiosk) or printed ticket

o Service-wise and department-wise token series

• Multi-Service & Multi-Counter Handling

o Separate queues for multiple services

o Configurable counter mapping

o Automatic routing to available counters

• Queue Prioritization

o VIP / emergency / scheduled appointments

o Dynamic reprioritization by admin

• Queue Transfer & Merging

o Move customers between queues

o Merge or split queues during rush hours

• Multi-Branch & Central Control

o Unified dashboard for multiple locations

o Centralized reporting and performance insights

• Virtual Queueing

o Customers join queue remotely via web, app, or QR code

o Real-time updates and notifications

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📱 2. Customer Experience Interface

• Self Check-in Options

o Kiosk, tablet, or reception desk

o Touch or touchless QR scan check-in

o Select preferred service and language

• Mobile Queueing

o Join queue via website, app, or WhatsApp bot

o Receive digital token instantly

• Online Booking & Appointment Scheduling

o Pre-book time slots before arrival

o Instant booking confirmation

• Queue Status Tracking

o Real-time position and estimated waiting time

o Refresh-free live updates

• Customer Feedback Module

o Feedback screen at counter or via SMS/WhatsApp

o Star rating, comments, and satisfaction score

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🔔 3. Notification & Communication System

(Expanded section as requested)

🔄 A. Real-Time Queue Updates

• Token updates via:

o SMS

o WhatsApp

o Email

o Push notification (if mobile app is used)

• Customizable message templates for:

o Token issued

o “You’re next” alert

o Service delay or counter reassignment

o Service completion or missed turn

🕒 B. Appointment Reminders

• Automatic reminder 1–2 hours before scheduled time

• Reschedule or cancel option via link

📢 C. Counter Display Announcements

• Auto call next token

• Voice announcement with token number and counter name

• Bilingual or multilingual voice options

• Digital signage display integration

🧾 D. Post-Service Communication

• Thank-you message after service

• Service feedback request link

• Personalized promotional message (optional CRM tie-in)

🧰 E. Admin & Staff Alerts

• Internal notifications for:

o Queue overflow or delay

o Counter idle time

o Performance alerts or missed tokens

• Email summary reports (daily/weekly) to management

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🖥️ 4. Staff & Admin Dashboard

• Counter Interface

o View queue list, call next, hold, skip, or recall tokens

o Service time tracking per customer

• Admin Console

o Add/edit services, users, counters

o Manage queue limits and working hours

• Multi-Role Access

o Admin, Supervisor, Staff, Viewer

o Fine-grained permission control

• Pause / Resume Queue

o Temporary breaks or counter closures

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📊 5. Reports & Analytics

• Live Dashboard

o Real-time view of queue lengths, active counters, waiting time

• Detailed Analytics

o Average waiting and service time

o Customer volume by time, day, branch, or service

o Staff performance metrics

• Export Options

o PDF, Excel, or CSV reports

o Automated daily/weekly summary emails

• Customizable KPIs

o Peak hour analysis

o Drop-off rate tracking

o Customer satisfaction score trends

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🧠 6. Advanced / Smart Features

• AI-Powered Forecasting

o Predict rush hours based on history

o Dynamic resource allocation suggestions

• Queue Load Balancing

o Automatically redistribute customers to less busy counters

• CRM Integration

o Capture and sync customer data

o Tag customers as new/returning

• Touchless & Paperless Queue

o QR-based entry

o Mobile notifications instead of printed slips

• Multilingual Interface

o User interface and voice announcements in multiple languages

• Visitor Categorization

o Walk-in, appointment, or VIP segmentation

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🌐 7. Integrations & Deployment

• API Integration

o Connect with ERP, CRM, or appointment systems

• Cloud / On-Premise Deployment

o Flexible hosting options

• Offline Mode

o Queue continuity during internet downtime

• Display System Integration

o Works with LED TVs or projectors for real-time display

• Custom Branding

o Logo, theme, colors, and message customization