Waiting in line

How do virtual waiting rooms work?

Would you like a deeper dive into how the Queue-Fair virtual waiting room and queue management system works? Step this way…

Queue-Fair is the original standalone virtual waiting room. There are plenty of online queue systems out there; most are bundled in with software suites and packages—and often with items you don’t want or need. We believe that Queue-Fair is the unrivaled choice amongst all virtual queue solutions on the market today.

If you've taken even the smallest scan of our website and support pages, you'll have a good idea of the vast benefits our product provides — but what does that really mean for you? How does it work, and just how complicated is it to implement? How does a virtual queue prevent a crashed site? We're going to let you in on a few technical details that even the least technically minded of you will understand.

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How many queues do you need?

This depends on the architecture of your site or sites and their bottlenecks.

If you have separate sites using different machines, you'll need multiple queues and virtual waiting rooms which may have different waiting times within the same queue system. If, on the other hand, you have several webservers drawing from a single database machine, then a single queue should be all you need.

The other factor in play is what the business requires from its queue. This can cover a range of eventualities.

Customizing your queues to brand the waiting room experience

As with all of our deliverable pages and queue displays, customization is simple and straightforward with our queue management system. Branding, colors, and text are only the start. We give you access to the HTML code so you can take as much control over the look and feel as you want for a complete enterprise solution. With Queue-Fair you can provide fully branded customer journeys through your waiting lines with the highest service quality - it's the perfect queuing system.

seamless customer journey for waiting customers queue management system means the customer flow is a branded customer journey for the perfect customer experience in real time

4. Joining a queue

Joining a queue is managed by the inflow and integration method: server-side adapter, client-side JavaScript adapter, or by direct link. You can combine these methods to cover multiple means of access to the queue management system, for all your customer journeys.

For example, a direct link from an email campaign and a server-side adapter on your website can drive users to the same queue, for a consistent customer journey. You can even use client-side and server-side adapters on the same page!

5. Leaving a queue

Visitors leaving a queue or joining the site directly without seeing a Virtual Waiting Room (Queue Page) are labeled as Passed. Passed visitors don't stay that way forever. They receive a passed string or a cookie from the virtual queuing system with a given lifetime that you decide. This protects them from having to re-join a waiting room they've already been through while allowing you the ability to have them join the same waiting room on subsequent visits in the future, for an improved customer journey.

6. Network-Edge, Server-side and client-side adapters

Network-edge adapters

Network-edge adapters run on your CDN or Cloud provider, before requests even reach your origin server - ideal and secure protection for when things get busy. You can install the Network-edge adapter just once and then fully administer your queues with the Queue-Fair Portal.

Server-side adapters

Server-side adapters require a small amount of library code installed on the webserver. This code downloads and stores the Queue-Fair settings you decide and set up using the Queue-Fair Portal. The code manages HTTP requests for the pages on your site, redirecting visitors to our Queue-Servers whenever they qualify.

Client-side adapters

A client-side adapter requires no server-side code, but a simple single line of HTML code added to the <head> section of the desired web pages. However, a visitor with advanced technical skills can disable JavaScript, which provides a route to jumping queues. It makes little difference to most customer flows in practice, as the percentage of users with such knowledge to affect the queue system is so low. That said, where security is a priority for your queue system, we'd always suggest adopting one of our security models, utilizing its secret keys as protection.

7. Direct links

A direct link sends a visitor straight to the queue they need to join on their customer journey. If fewer visitors arrive in the queue system than the SafeGuard Rate, they are sent directly to the target page without ever seeing the Queue Page.

If you’d like even more information, get a copy of our Technical Guide that describes the Queue-Fair queue system in full

Despite labeling this article as a deeper-dive into our standalone queue system, we have to admit it's barely scraped the surface. There's only a limited amount of information we can deliver in one short article on a Virtual Waiting Room queue management system, after all. The details provided in this article are merely a summary of our Queue-Fair Technical Guide.

You can download a full copy of the guide from our website. If you’re considering joining the Queue-Fair family, we’d heartily recommend it.

There's a host of information that will put both beginners' and tech-experts' minds at rest, giving you the confidence that with the Queue-Fair queue management system in place, your systems are safe from overloading and costly losses from system crashes because of our queue management technology. Our support staff will be happy to provide any other resources into our queue management technology and services you may need—get in touch with our office by any of the usual contact methods.

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