How to Guide - Waiting Rooms
Your waiting room can be customised in several ways to better suit your needs and improve user experience. This article covers how to:
- Assigning new users
- Waiting area media
- Post-call redirection
If you’d like further support with customising your waiting room, please get in touch with our Customer Success team, here.
Assigning new users
To assign an agent/clinician to a waiting room, you'll need a customer or department administrator role. The agent/clinician should already have a platform account before completing this step.
From the Waiting Rooms tab, find the room you wish to update and click the pencil (edit) icon. On the waiting room details page, scroll to the bottom and select the Permissions tab.
Search for the agent/clinician by name, if they have an account, their name will appear in the dropdown.
Select one of the three permission levels available and choose Save. The agent/clinician's account will now reflect the updated permissions.
Waiting Area Media
SQOD allows you to enter additional media, such as a Youtube video or holding music to be accessible from the waiting area.
To add a YouTube video to your waiting room, you'll need admin permissions.
On YouTube, navigate to the video and select the Share option, then choose Embed.
You will then be presented with this window:-
From the embed window, copy only the URL found between the quotation marks in the embed code:
In your SQOD platform, select the waiting room to edit and click the pencil icon. Scroll to the Theming tab and paste the video URL into the field provided, then Save.
Callers/patients will now be offered the option to play the video while waiting in the room, see example screen.
Post-call redirection
SQOD offers multiple features for assisting your callers/patients after a call ends, including adding a custom re-direct link or provide a link to documents to download post call.
To upload a document link, from the waiting room's edit menus scroll to the bottom of the page and choose the documents tab:
When prompted, select Yes to enable document links, then click 'Add a New File Link'.
Enter a simple display name (e.g. "Feedback Form") and the URL of the document or webpage.
Click Save. Once the call is completed, these links will appear to the caller/patient under 'Supporting Documentation'.
Once the call is completed, this screen is displayed with links to your chosen documents:
Note: if a custom post-call redirect has been set up, document links will not be displayed as the caller/patient is automatically redirected once the call ends.