Quick and long transactions mixed
A two-minute deposit waits behind a forty-minute account opening when everyone shares one line.
For banks
The right teller for every transaction
Send quick teller transactions and longer account or loan appointments to the staff best suited to them, and see exactly where time goes at every counter.
Typical challenges
What gets in the way today
Specialist staff
Only some staff handle loans or new accounts, and customers end up at the wrong window.
Branch performance is a guess
Without data, it is hard to say which counter, service or hour is slowing a branch down.
Many branches, one standard
Each branch runs its queue differently, and head office cannot compare them.
A day in the life
From opening to close
How a typical day runs with HANA QMS. Times are examples.
Branch opens
Customers choose Teller, New accounts, Loans or Customer service at the kiosk.
Skill-based calls
Staff with a higher loans skill receive Loans tickets first; tellers clear cash transactions.
A complex case
A teller transfers a customer to New accounts; the ticket keeps its place in the new queue.
Lunch cover
A teller pauses their counter. Routing skips it and the display shows it as Paused.
Rush before close
The manager sees the longest current wait per service on the dashboard and switches another desk to All services.
Compare counters
Per-counter and per-staff reports show tickets served and average service time.
How HANA QMS helps
Built for how your front desk works
Every point below is a standard part of the product, configured by your own admins.
Skill-based routing
Tickets go to the staff member best skilled for the service, using skill levels from 1 to 5.
Counters that serve several services
A teller counter can serve one service, several services or all of them, and calls the longest-waiting eligible ticket.
Per-counter and per-staff reports
Compare tickets served, average and longest service time, and the share of tickets that waited longer than target.
Every branch from one account
Each branch keeps its own queue and display; reports run per branch or across all of them.
An audit trail nobody can edit
Every call, transfer and admin change is recorded with who, what and when.
Recommended setup
A starting point you can change any time
A suggested first configuration. Your admins adjust services, counters and rules themselves as you learn what works.
- Routing
- Skill-based routing: tellers handle cash transactions, and staff with a higher skill level for loans or accounts receive those tickets first.
- Priority lanes
- Senior citizen and PWD above Standard, shown on the display as a symbol only.
- Displays
- One display per branch lobby, with the Up next list so customers can see their counter in advance.
Example services
- TTellerT001
- NNew accountsN001
- LLoansL001
- CCustomer serviceC001
Example counters
- Teller 1–3 · Teller
- Desk 4 · New accounts
- Desk 5 · Loans
- Desk 6 · All services
Features that matter most
Where to look first
Common questions
Asked by teams like yours
- Can one desk serve several transaction types?
- Yes. A counter can serve one service, several or all of them, and calls the longest-waiting eligible ticket after priority.
- Can we compare branches?
- Yes. Reports run per branch or consolidated across all branches, using the same metric definitions.
- Do customers need a bank app?
- No. Customers take a number on the kiosk page and can check status on any phone browser, without signing in.
Get started
Give every customer a calm wait.
Click through a real HANA QMS workspace as an admin, a branch manager or a staff member, no sign-up needed. Or tell us about your branches and we will set up a walkthrough.