TokenQuu — Application Guide
Complete documentation for the smart queue management system. Learn how every screen and feature works.
Overview
TokenQuu is a multi-tenant SaaS queue management system that helps businesses manage customer queues digitally — eliminating physical lines and improving service efficiency.
Self-Service Kiosk
Customers walk up to a kiosk screen, select a service, and receive a printed or digital token number.
Display Board
A large TV/monitor shows which tokens are being called, served, and currently waiting.
Counter Station
Staff at each counter use a dashboard to call the next token, mark it served, place customers on hold, and more.
Admin Panel
Managers configure services, counters, displays, generate reports, and manage the entire branch.
How It Works
The typical queue flow from customer arrival to service completion:
- Customer arrives and approaches the kiosk screen at the entrance.
- Service selection — the customer taps their desired service (e.g. General Inquiry, Billing).
- Token issued — the kiosk generates a unique token number (e.g.
B001) and optionally prints a receipt. - Customer waits in the waiting area, watching the display board.
- Token called — a staff member at the counter clicks "Call Next" which broadcasts the token number on the display board with an audio announcement.
- Customer served — the staff member marks the token as Served when done.
User Roles
| Role | Access Level | Responsibilities |
|---|---|---|
| Super Admin | Platform-wide | Manages tenants, plans, subscriptions, billing, global settings |
| Admin / Manager | Tenant-wide | Configures branches, services, counters, displays, views reports |
| Staff | Counter-level | Operates a counter station — calls, serves, and manages tokens |
| Customer | Public | Uses the kiosk to get a token; views status on display board |
Token Lifecycle
Every token moves through a defined sequence of statuses:
Alternative paths from any active state:
- On Hold — customer temporarily paused (e.g. needs to fetch documents), can be resumed later
- Skipped — customer did not respond when called (no-show)
- Transferred — moved to a different service or counter
Kiosk Screen
The kiosk is a public-facing touch screen where customers get their queue token.
Accessing the Kiosk
| URL | Description |
|---|---|
/kiosk | Default kiosk (first active branch) |
/kiosk/{branchCode} | Branch-specific kiosk |
/kiosk/{branchCode}/{kioskCode} | Named kiosk screen with custom settings |
Customer Flow
- Touch screen shows available services with color-coded buttons
- Customer selects a service (optionally enters name/phone for SMS notification)
- System issues a token — receipt is printed if a printer is connected
- Confirmation screen shows the token number and estimated wait
Display Board
The display board is shown on a TV or large monitor in the waiting area. It shows called tokens, waiting counts, and served counts in real time.
Display URL
/display/{branchCode}/{displayCode}
Display Types
| Type | Description |
|---|---|
| Card View | Grid of token cards, one per slot — best for waiting areas |
| Fixed Row (Service) | Table rows ordered by service, fixed number of rows |
| Scrolling (Service) | Animated scrolling table — good for many tokens |
| Fixed Row (Counter) | Columns per counter showing each counter's current token |
| Scrolling (Counter) | Scrolling version of counter layout |
Configurable Options
- Token statuses to display (Waiting, Called, Serving, etc.)
- Filter by specific services or counters
- Number of rows / cards
- Show/hide total, waiting, served, no-show counts
- No-show ticker scrolling across the bottom
- Language (English / Arabic with RTL layout)
Counter Station
Staff members use the counter station to manage their queue in real time.
URL: /counter/{counterCode} or accessible from Admin → Counters → Open Station
Available Actions
| Action | What It Does |
|---|---|
| Call Next | Calls the next waiting token in the queue to this counter |
| Recall | Re-announces the current token on the display board |
| Serve | Marks the current token as Served and closes it |
| Hold | Places the token on hold — frees the counter without closing the token |
| Skip | Marks token as Skipped (no-show) and moves to next |
| Transfer | Moves token to a different service queue |
| Manual Token | Create a token manually (for phone-in or walk-in) |
Queue Panel
The right panel shows all waiting tokens for services assigned to this counter, grouped in order. Tokens can be directly called from this panel.
Print Receipt
After a token is issued at the kiosk, a receipt popup opens for printing.
Receipt Contents
- Business name and branch
- Token number (large, prominent)
- Service name
- Date and time of issue
- Customer name (if provided)
- Queue position and estimated wait time
Admin Dashboard
The admin dashboard provides a live overview of the branch's queue activity.
- Today's stats — total tokens issued, waiting, served, skipped
- Counter status — which counters are active and what they're serving
- Service distribution — breakdown of tokens by service
- Recent tokens — live list of the last issued tokens
- Hourly chart — token volume by hour throughout the day
Services
Services represent the types of assistance offered at your branch (e.g. General Inquiry, Billing, Technical Support).
Service Properties
| Field | Description |
|---|---|
| Name | Display name shown on kiosk and display board |
| Code | Short prefix used in token numbers (e.g. "B" → B001, B002…) |
| Color | Color used to identify this service across all screens |
| Description | Optional description shown on the kiosk |
| Active | Toggle to show/hide service on the kiosk |
Counters
Counters are the service desks where staff serve customers. Each counter is assigned specific services it can handle.
Counter Properties
| Field | Description |
|---|---|
| Name | e.g. "Counter 1", "VIP Desk" |
| Number | Display number shown on the board (e.g. 1, 2, A) |
| Assigned Staff | Default staff member for this counter (optional) |
| Services | Which services this counter can serve (multi-select) |
Token Management
The admin token list page lets managers view, search, and manage all tokens issued today (or any date).
Filters
- Status, Counter, Service, Date
- Token Number (partial match)
- Phone number (for SMS-notified customers)
Actions
- Details — view full token info and history in a modal
- Print — reprint the token receipt
- Delete — remove a single token
- Bulk Delete — select multiple tokens and delete at once
- Manual Create — issue a token without using the kiosk
- CSV Export — download the current filtered list
Displays
You can create multiple display boards for a branch, each with independent settings — useful for different waiting areas or floors.
- Go to Admin → Displays → New Display
- Set a name and code (used in the URL)
- Open Display Settings to configure layout, services, counters, and token statuses
- Click Open Screen to open the display in fullscreen on the monitor
Reports
The reports section provides analytics on queue performance over any date range.
- Summary — total tokens, served, skipped, average wait time
- By Service — volume breakdown per service
- By Counter — performance per counter / staff member
- Hourly Distribution — peak hour identification
- Daily Trend — tokens over selected date range
Reports can be exported as CSV or printed.
Settings
Branch Settings
- Branch name, address, language
- Operating hours
- Token prefix format
SMS Notifications
Configure an SMS gateway to notify customers when their token is called. Requires a valid API key from your SMS provider.
Subscription
View your current plan, usage limits (counters, services, daily tokens), and renewal date under Admin → Subscription.
Token Status Reference
| Status | Meaning | Next Steps |
|---|---|---|
| Waiting | Token issued, customer in queue | Staff calls next → becomes Called |
| Called | Announced on display board | Customer approaches → Serving; no response → Skip |
| Serving | Customer is at the counter being served | Complete → Served; pause → On Hold |
| Served | Service complete — terminal state | — |
| On Hold | Temporarily paused | Resume → Serving; or cancel |
| Skipped | Customer did not appear (no-show) | Terminal; shown in no-show panel on display |
| Transferred | Moved to a different service | Creates a new Waiting token in the target service |
Frequently Asked Questions
Do token numbers reset every day?
Yes. Each service resets its counter to 001 at the start of each business day.
Can a customer use the kiosk without entering a name or phone?
Yes. Name and phone fields are optional. Customers can get a token anonymously.
What happens if a customer misses their call?
The staff can skip the token (marking it as "Skipped"). The token appears in the no-show panel on the display board. The customer can ask staff to re-queue them.
Can one counter serve multiple services?
Yes. When creating or editing a counter, you can assign multiple services to it. The counter will draw tokens from all assigned service queues.
How do I add a new branch?
Go to Admin → Branches → Add Branch. Each branch has its own services, counters, kiosks, and displays.
Is the display board real-time?
Yes. The display refreshes via WebSocket (Laravel Reverb) when available, or falls back to polling every 10 seconds.
Can I limit which services appear on a display?
Yes. In Display Settings → Services, add only the services you want shown. Leave empty to show all services.