Student Engagement

The Student Engagement Queue Management module automates the managing and monitoring of a group of students waiting for student services. This allows student services departments to spend more time serving students.

Queue Management

• Self Sign-in: Students can use a kiosk (or talk to a person) to request services needed and/or request a specific or first available advisor
• Queue Management automatically assigns students to a requested advisor (or first available)
• The advisor can see his/her pending queue and whether or not students are waiting specifically to see him/her
• The advisor can signal busy or unavailable, at which point Queue Management will redirect students to other advisors
• Advisors can go on or offline at any time they choose
• Alerts: Based on average contact time the system can generate an alert if the average wait time is greater than a certain number of minutes

Queue Management Architecture

Contact Management and Chat

• Record contacts in a central location - advisor, date/time, duration, mode of contact (i.e. email, phone, face to face, etc.), reason (i.e. registration, career planning, at-risk intervention, etc.)
• Chat between advisors over a secure protocol (SSL)
• Record chat conversations alongside contact notes

Monitoring

Trend Reports

• How many students did we see this time last semester? Last year?
• How many times on average do students visit the advising center?
• What are the busiest times of the semester? What is the busiest time of day?
• What is the average duration of contact? Has the duration changed over time?
• Is the average duration or number of contacts different by advisor?
• Which students signed in but left before meeting with an advisor? i.e. maybe they were frustrated

Real-time Information

• How many students are waiting now?
• What is the longest wait-time?