Traffic manager

Smart Traffic Manager – Seamless Customer Flow in Modern Bank Branches

The Traffic Manager is an integrated system for customer flow control, employee availability visibility, and real-time visitor interaction, combining multiple subsystems into a single operational layer.

 

It is designed to manage and automate:

• Customer arrival detection

• Queue and appointment routing

• Staff resource allocation

• Visitor guidance to physical locations

Core Functions:

• Visitor entry tracking (manual or automated)

• Queue assignment based on service type and staff load

• Integration with calendars (e.g., MS Outlook) to determine employee availability

• Signaling systems (LED panels, tablets) to indicate availability of bankers, advisors, or clerks

• Real-time floorplan visualization for traffic managers or receptionists

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Where it applies: 

• Retail bank branches

• Insurance offices

• Government counters

• Corporate lobbies

• Telecom and utility front offices

This system can operate fully automated, manually-assisted, or in a hybrid model, where a receptionist uses a management tablet to route visitors.

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The Human Traffic Manager Role (Optional Staff Add-on)

While the system can operate autonomously, many bank branches or high-traffic service units benefit from assigning a Human Traffic Manager — a staff member equipped with real-time digital tools to manage client flow proactively.

Core Responsibilities:

• Greet and triage visitors at branch entrance

• Use live dashboards to monitor banker/employee availability

• Direct customers to specific desks, rooms, or kiosks

• Support self-service adoption for less tech-savvy clients

• Assist in queue prioritization during peak times or special cases (e.g., elderly, business clients)

Tools Provided to the Traffic Manager:

1. Tablet Interface (Windows 11 / Edge)

• Displays a live branch floorplan with dynamic occupancy statuses

• Connected to the Room Panel API and Outlook/Calendar data

• Allows manual override of automated queue assignments

• Shows ticket numbers, current service progress, and estimated wait times

2. Real-Time DS Integration

• DS content reflects the decisions made by the Traffic Manager (e.g., "Proceed to Desk 4 – Mr. Jovanović")

• Content can include floor navigation, employee photos, or special instructions

3. Visibility into QMS / Booking System

• Checks active reservations

• Views Outlook calendar conflicts

• Initiates cancellation or rescheduling when staff is unavailable

Staff-Level Customization:

• Access levels and permissions can be customized by role (e.g., view-only, assign, override)

• Audit trails are recorded for all manual interventions

Impact on Branch Efficiency:

• Ensures human backup when automation fails (no-shows, client confusion, overlapping bookings)

• Reduces queue abandonment by personalizing guidance

• Balances workload between walk-ins and appointments

This human + system hybrid model is especially effective in:

• Mixed-use service branches (corporate + retail)

• Environments with high appointment volumes

• Locations with variable staffing levels or frequent client re-routing needs

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