joinaQ Queue Feedback Ticket

01

Who's filling this out

We need to understand what area you work in and what tools you use.

I mainly work as a*

Agent Manager / Administrator

Pick the role that best describes your day-to-day interaction with joinaQ.

City you work from* Required even if you go anonymous below — it's how we spot region-specific problems. Let us know which city/site this is about.

Queue / Department you primarily handle Optional — helps us isolate workflow and latency issues to specific service queues.

How long have you worked with this joinaQ system?

Answer anonymously Anonymous by default — toggle off if you want us to follow up with you on your feedback.

02

Working the queue day to day

Rate each from 1 (a real problem) to 5 (genuinely fine).

Overall, how satisfied are you with the joinaQ system?

1 2 3 4 5

Real problemGenuinely fine

How easy is it to move customers through the queue without fighting the tool?

1 2 3 4 5

Real problemGenuinely fine

How clear is the information shown to you (wait time, ticket status, customer context)?

1 2 3 4 5

Real problemGenuinely fine

How would you rate the system's speed and responsiveness during busy periods?

1 2 3 4 5

Real problemGenuinely fine

How well does the system support you when something needs an exception (priority override, escalation, edge case)?

1 2 3 4 5

Real problemGenuinely fine

How well do counter calling, display screens, and audio alerts direct customers to your counter without confusion?

1 2 3 4 5

Real problemGenuinely fine

How well did onboarding/training prepare you to actually use this day to day?

1 2 3 4 5

Real problemGenuinely fine

What's something about your daily queue workflow you've stopped mentioning because you assume it won't change?

When a customer is a no-show, abandons, or needs to be transferred to another counter/specialist, what makes it painful or slow?

Describe the last time the system worked against you instead of for you.

If you could fix one thing overnight with no approvals needed, what would it be?

02

Running the queue day to day

Rate each from 1 (a real problem) to 5 (genuinely fine).

Overall, how satisfied are you with the joinaQ system?

1 2 3 4 5

Real problemGenuinely fine

How clear is your real-time visibility into queue performance and agent load?

1 2 3 4 5

Real problemGenuinely fine

How easily can you reallocate agents or resources when a queue is under strain?

1 2 3 4 5

Real problemGenuinely fine

How useful are the reports/analytics for the decisions you actually need to make?

1 2 3 4 5

Real problemGenuinely fine

How easy is it to configure routing rules, priorities, and SLAs?

1 2 3 4 5

Real problemGenuinely fine

How effectively does the system proactively alert you before queues bottleneck or breach SLA limits?

1 2 3 4 5

Real problemGenuinely fine

How much do you trust the data the system shows you?

1 2 3 4 5

Real problemGenuinely fine

What's a decision you've had to make recently without the data you actually needed?

What's a recurring complaint from agents or customers that you suspect is a symptom of something bigger?

If disrupting current workflows weren't a concern, what would you change about how queues are set up or escalated?

03

Interface & usability

About the screens themselves — layout, navigation, what's easy to miss.

How clear and easy to navigate is the interface, overall?

1 2 3 4 5

ConfusingEffortless

If you could redesign one screen, which one — and what's wrong with it now?

Is there information you wish was visible at a glance, but currently takes clicking around to find?

04

The customer's path through the queue

Less about the software, more about what customers actually experience.

How well does the current flow match what customers actually need?

1 2 3 4 5

Poor matchGreat match

Where do customers most often get stuck, confused, or visibly frustrated?

Any suggestions for reducing wait times or improving fairness in how the queue orders people?

05

The bottom line

Anything else — good, bad, or oddly specific — that didn't fit above?

06

Stamp it

Submitting closes this ticket and stores your answers under the code above — nothing else is attached unless you filled in your name.

Tell us where the queue is working — and where it isn't.

Who's filling this out

Working the queue day to day

Running the queue day to day

Interface & usability

The customer's path through the queue

The bottom line

Stamp it