Feature: Login

# 25
Scenario:

Given that the business day has started

And I want to login to the system
Then I will need to enter the provided credentials to login to the system
And if the credentials are matched I will be logged in to the system
And land on the screen as per the role I have been assigned (Branch Manage, RM, Clerk)
But if the credentials are not accepted
Then an error will be displayed for wrong credentials
And I need click on the forgot password to retrieve the credentials
Then I will provide the user name
And If the entered username gets verified
Then I will choose the method to receive the security code either on Email or SMS
And click continue
Then I will receive security code on my selected method
And I will enter the security code in the in the system
And verify my account
Then I will set the new password
And Click change password
Feature: Dashboard
Scenario: # 26

Given that I am logged in as the branch manager

Then I will land on the Dashboard screen
And I will be able to see the overview graph for the customers served today (at different time spans)
And the total number of people served today
And the avg. wait time for the day
And the avg. time a customer spent on the counter
And a pie chart displaying the number of check-ins made by customers vs. non-customers
And I will be able to see the overall current status for the queues, which includes no. of people in the
queue
And estimated wait time for the people currently in the queue
And avg. customer feedback for the day
And I will also be able to see the overall current status of the floor, which includes the status of the
counters
And the clerk name who is currently at the active counter
And the avg. turnaround time for each particular counter
And the services that are being offered at each of the active counters
And I will also be able to view the services that are associated with the inactive counters
 # 29
Scenario: Add Service

Given that I am a logged in user, and want to add a new service in the system
And I have the authority to view the services and manage them
Then I will go to the Configurations section
And I will select the services tab available on the top of the screen
And I will be able to see all the services already added in the system
When I click on the Add Service button
Then the system will ask the name of the service I want to add
When I click on the "Submit" button, the service will be added throughout the system
And the users will be able to select the service from the Kiosk Tablet App
But if I click on the "Cancel" button, the service will not be added in the system

# 28

Scenario: Modify Service

Given that I am a logged in user, and want to modify a service

And I have the authority to view the services and manage them
Then I will go to the Configurations section
And I will select the services tab available on the top of the screen
And I will be able to see the services already added in the system
When I click on the Modify link provided against each of the available
services
Then the system will check if there is any customer in the queue for
particular service
And if active customer is found
Then the system will alert me that I cannot modify the service as it is
currently active
And if active customer is not found
Then I will be able update the changes in the queue for that specific service
When I am done making changes
Then I need to click on the "Update" button to save the changes I made
And the service will be updated throughout the system
 # 29

Scenario: Deactivate Service

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select services tab available on the top of the screen
And I will be able to see the services already added in the system
When I click on the De-activate link provided against each of the services available Then
the system will check in there is any customer in the queue for particular service
And if active customer is found
Then the system will alert me that I cannot de-activate the service as it is currently active
And if active customer is not found
Then the system will ask me to confirm the action I selected
When I confirm my selection
Then the particular service will be de-activated throughout the system
And the users will not be able to see the service on the Kiosk Tablet App
Feature: Counter Management

# 30

Scenario: Add Counter

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select counters tab available on the top of the screen
And I will be able to see the list of counters already added in the system
When I click on the "Add Counter" button
Then the system will ask me to provide the counter code counter title
And I will define the counter location
Then I need to click on the "Submit" button
And the counter will be added in the system

# 31

Scenario: Modify Counter

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select counters tab available on the top of the screen
And I will be able to see the list of counters already added in the
system
When I click on the Modify link provided against each of the counter
Then the system will check if there is any customer at the particular
counter
And if active customer is found
Then the system will alert me that I cannot modify the counter details as it is
active
And if active customer is not found
Then I will be provided with the details of the particular
counter
And I will be able to make the changes that are required
When I am done making changes
Then I need to click on the "Update" button to save the changes to the
counter
And the counter will be saved in the system with the updated information
# 32

Scenario: De-activate Counter

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select counters tab available on the top of the screen
And I will be able to see the list of counters already added in the system
When I click on the De-activate link provided against each of the counter
Then the system will check if there is any customer at the particular counter
And if active customer is found
Then the system will alert me that I cannot de-activate the counter as it is active
And if active customer is not found
Then the system will ask me to confirm the action I selected
When I confirm my selection
Then the particular counter will be de-activated
Feature: Queue Management

# 33

Scenario: Add Queue

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select queues tab available on the top of the screen
And I will be able to see the list of queues already added in the system
When I click on the "Add Queue" button
Then the system will ask me to provide the queue code and queue title
And the list of services and counters will also be provided to link with the
queue And I can associate multiple services with the queue
But I will only be able to associate the queue with those services and counters which are not
associated with other queues
And I will have the option to add the Reminder settings for the queue on the basis of customer
position And define the avg. processing time horizon (calculated on the basis of historical data)
And I can also select the action that should be taken the customer decides to re-schedule a token
And I will have the option to inform the system that the customer should be moved to X number of
the positions or at a the end of the line
When I am done adding all the details related to the queue
Then I need to click "Submit" to save the information

# 34

Scenario: Modify Queue

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select queues tab available on the top of the screen
And I will be able to see the list of queues already added in the system
When I click on the Modify link provided against each of the queue
Then the system will check if there is any customer in the particular
queue
And if active customer is found
Then the system will alert me that I cannot modify the queue details as it is currently
active
And if active customer is not found
Then I will be provided with the details of the particular queue
And I will be able to make the changes that are
required
When I am done making changes
Then I need to click on the "Update" button to save the changes for the particular
queue
And the queue will be saved in the system with the updated information
 # 35

Scenario: De-activate Queue

Given that I am a logged in user

And I have the authority to manage the
configurators
Then I can go to the Configurations section
And select queues tab available on the top of the screen
And I will be able to see the list of queues already added in the system
When I click on the De-activate link provided against each of the queue
available Then the system will check if there is any customer in the particular
queue
And if active customer is found
Then the system will alert me that I cannot de-activate the queue as it is
active And if active customer is not found
Then the system will ask me to confirm the action I
selected
When I confirm my selection
Then the particular queue will be de-activated
Feature: Customer Management

# 36
Scenario: Add New Customer

Given that I am a logged in user

And I have the authority to manage the customer profiles
Then I can go to the Customers section
And I will be able to see the list of all customers in the system
When I click on the "Add Customer" button
Then I will be asked to enter the basic information (Full Name and Mobile Number)
And other fields can be left empty, as they are optional
Given that I want to enter complete information for the customer
Then I can fill out the other details of the customer (set as per the configuration)
When I am done adding the details of the customer
Then I need to click on "Submit" button to save the customer information

# 37
Scenario: Modify Customer Details

Given that I am a logged in user

And I have the authority to manage the customer profiles
Then I can go to the Customers section
And I will be able to see the list of all customers in the system
When I click on the Modify link available against each of the customer profile
Then I will be provided with the details of the customer
And I will be able to make the changes required to the customer information
When I am done making changes
Then I need to click on the "Update" button to save the customer information in the system
 # 38
Scenario: Customer Profile View

Given that I am a logged in user

And I have the authority to view the customer
profiles
Then I can go to the Customers section
And I will be able to see the list of all the customers already available in the
system
When I click on the View Profile link provided against each of the customer
Then I will be able to view the customer profile details
And I will be able to see the about screen of the customer profile which includes basic
information And Account Information, Relationships, Avg. Internal Feedback, Avg. Customer
Feedback
And I will be able to see the list of promotions for which customer qualified based on the CRM
data
When I click on the Visit History tab of the customer profile
Then I will be able to view the location based history and business based history of the customer
And these sections will include a summary of customer Total Visits, Tokens Cancelled
And Avg. Waiting Duration, Avg. Serving Duration, Avg. Visit Duration, Total Re-
schedules And the latest visit details
And I want to add the customer to my alert list (so that I receive a notification every time the
customer
checks-in to the particular branch)
Feature: System User
Management

# 39

Scenario: Add System User

Given that I am a logged in user, and want to add a new system user
And I have the authority to view the system users and manage them
Then I can go to the System Users section
And I will be able to see the list of system users already added in the
system
When I click on the Add System User button
Then I will be provided with the form which will ask me to fill out the user details
And I will enter the Full name, Select the user role, provide a username and
password, And Enter email address and Mobile number of the system user
When I am done adding the details of the system
user
Then I need to click on the Submit button to successfully add the system user

Scenario: Modify System User

Given that I am a logged in user, and want to modify the information of another
user
And I have the authority to view the users and manage them
Then I can go to the System Users section
And I will be able to see the list of system users already added in the
system
And when I click on the Modify link (provided against each of the system
user) Then I will be able to view the information of the particular system
user
And I will be able to modify the information I want to change
When I am done making changes
Then I need to click on the "Update" button to save the information of the system user

Scenario: De-activate System User

Given that I am a logged in user, and want to de-activate a particular system user
And I have the authority to view the users and manage them
Then I can go to the System Users section
And I will be able to see the list of system users already added in the system
And when I click on De-activate link (provided against each of the system user)
Then the system will ask me to confirm the action I selected
When I confirm my selection
Then the particular system user will be de-activated
And the particular user will not be able to login with his/her credentials in the system
Feature: User Role Management

# 42

Scenario: Add User Role

Given that I am a logged in user

And I have the authority to view & manage the role of the system users
Then I can go to the User Role Management tab in the System Users
section And I can view the list of all the User Roles already added in the
system
And how many account these roles are assigned
When I click on the "Add User Role" button
Then I will be asked to give a title for the
role
And select the feature set (predefined) from the available options i.e. Management Mode OR Clerk
Counter Mode
When I select the feature set of Management Mode
Then I will be provided with the permissions that are associated with the particular feature
set
And I will be asked to select the actions that can be performed for a particular feature
And if the user is logged in with the specific role, the user will be able to take the actions associated
with the particular role
When I am done adding the details and selecting the permissions for the user
role
Then I need to click on the "Submit" button
And the particular user role will be added in the system

# 43

Scenario: Modify User Role

Given that I am a logged in user and I want to modify the user roles
And I have the authority to view and manage the user roles
Then I can go to the User Role Management tab in the System Users section
And I can view the list of all the User Roles already added in the system
And how many account these roles are assigned
When I click on the Modify link (provided against each of the user role)
Then I will be able to view the information of the particular user role
And I will be able to modify the information I want to change
When I am done making the changes
Then I need to click on the Update button to save the updated information of the user role
# 44

Scenario: Delete User Role

Given that I am a logged in user and I want to delete the user roles
And I have the authority to view and manage the user roles
Then I can go to the User Role Management tab in the System Users section
And I can view the list of all the User Roles already added in the system
And how many account these roles are assigned
When I click on the Delete link (provided against each of the user role)
Then the system will check if any of the system user is associated with the particular role
And if there is any system user association is found
Then I will receive an error informing me about the particular situation
And if there is no system user association is found
Then the system will ask me to confirm the action I took
When I confirm the action, the particular user role will be deleted from the system
Feature: Configurations

# 45

Scenario: Location

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select location tab available on the top of the screen
And I will be able to modify the details for the location, such as Location Title, Location code,
And Complete mailing address with zip code, Manager Name, Phone Number, Fax Number
And Email Address, Internal support team contact number, QueB support contact number,
And QueB support email address, Mobile verification reminder time, Stay in line time
And I will also have the option to add multiple phone and fax numbers for the location
When I am done with updating the information
Then I need to click on the Update button to save the information

# 46

Scenario: Kiosk Tablet

Given that I am a logged in user

And I have the authority to manage the configurators
Then I can go to the Configurations section
And select Kiosk Tablet tab available on the top of the screen
Then I will be able to view the settings for Kiosk Tablet
And I will be able to modify the offline mode message in English and Urdu
And I can decide if the user's profile picture and name should be displayed on the Kiosk Tablet
And I can add the Kiosk Tablet accounts and ad more devices
When I am done modifying the information
Then I need to click on the "Update" button to save the Kiosk Tablet Settings

# 47

Scenario: Offline Switch

Given that I am a logged in user

And I have the authority to manage the offline switch
Then I can go to the Configurations section
And select Offline Switch tab available on the top of the screen
Then I will be provided with the options to switch off Onsite and Offsite check-ins
And if I select to switch off the offline check-ins
Then scenario 13 will be activated
And if I select to switch off the onsite check-ins
Then the customers will not be able to generate the tokens using Kiosk Tablet
And scenario 13 will also be activated
 # 48

Scenario: Import/Export Data

Given that I am a logged in user

When I have the authority to Import/Export customer data
Then I can go to the Configurations section
And select Import/Export tab available on the top of the screen
Then I will be provided with the option to import the formatted csv file to the system
And I will also have the option to export the customer data from the system
But for exporting the customer data, I need to provide my account password
And if I am an authenticated user to export the customer data
Then the system will generate a csv format file and download it to my computer
And if I am not an authenticated user to export the customer data
Then the system will alert me that I do not have access to perform this action

# 49

Scenario: System Log

Given that I am a logged in user

And I have the authority to view the system log
Then I can go to the Configurations section
And select System Log tab available on the top of the screen
Then I will be provided with the list of actions taken by all of the system users
And I can view the system log based on a date range, users, and actions
Feature: Help & Support
# 50
Scenario:

Given that I am a logged in user

And I have the authority to submit a query for help to QueB
Then I can go to the Help & Support section
And I will be provided with a view where I can generate a message for QueB
And provide a subject to my message and also add a detailed description for the help
When I am done creating the message
Then I need to click on the Send button so that my message can be send out to QueB
Scenario: Monitoring

Given that I am a logged in user

And I am authorize to monitor the activities at the location level
Then I can go to the Monitoring Section
And I can view the status based on each of the services offered at the location
And I will be able to view the people in queue for the particular services
And estimated wait time for the service
And the avg. customer feedback
And the serving duration of all the counters which are offering the same service
And the other details that I will be able to view includes Token Number,
And Customer Name, Wait Time, Priority of the customer, Type of check-in
And I will also be able to view the customers who are being served currently
And I will also have the option to re-position the customers in the queue
When I click on the "Move Up" or "Move Down" option
Then the system will ask me to select a queue position for the customer
When I select the position and confirm, the customer's position will be updated in the queue
When I click on the Customer Name
Then the system will display some information of the customer with the View Profile button
When I click on View Profile Button, I will be taken to customer's profile
 Scenario:

Given that I am a logged in user

And I have added customers to the alert list
Then if any of the customers from the alert list checks in and generates a token
Then I will receive a notification which will inform me for the particular customer's check in
And I will also have the option to mark all the notifications as read
When I click Mark as Read
Then the number bubble will not be displayed until I receive a new notification
 Scenario: Overall Report

Given that I am a logged in user, and want to view the overall stats on location
And I am authorized to view the reports of the location
Then I will go to the reporting section
And I will land on the overall report section
And I can see graphical representation of daily people served in the location
And Total Number of people served, Average Wait time, Average Time spend on counter
And Total Cancelled Tokens, Avg. Customer Feedback
And Customer vs Non-Customer ratio (Pie Chart)
And Onsite vs Remote queuing ratio (Pie Chart)
And Hourly Trend, most busy hour, most less busy hour

# 54

Scenario: By Service

Given that I am a logged in user, and want to view the overall stats on location
And I am authorized to view the reports of the location
Then I will go to the reporting section
And I will select from the above tab to view reports by services
When I select the date range
And click generate
Then I will be able to see the report by Services
And graphical representation report of all the services in the location
And Individual service Stats
And Total Utilization, Avg. Wait Time, Avg. Serve Time, Customer Feedback

# 55

Scenario: By Queues

Given that I am a logged in user, and want to view the overall stats on location
And I am authorized to view the reports of the location
Then I will go to the reporting section
And I will select from the above tab to view reports by Queues
When I select the date range
And click generate
Then I will be able to see the report by Queues
And graphical representation report of all the Queues available in the location
And Individual Queue Stats
And People served, Avg. Wait Time, Avg. Serve Time, Customer Feedback
# 56

Scenario: By Counters

Given that I am a logged in user, and want to view the overall stats on location
And I am authorized to view the reports of the location
Then I will go to the reporting section
And I will select from the above tab to view reports by Counters
When I select the date range
And click generate
Then I will be able to see the report by Counters
And graphical representation report of all the Counters available in the location
And Individual Counters Stats
And People served, Avg. Wait Time, Avg. Serve Time, Customer Feedback

# 57

Scenario: By Employees

Given that I am a logged in user, and want to view the overall stats on location
And I am authorized to view the reports of the location
Then I will go to the reporting section
And I will select from the above tab to view reports by Employees
When I select the date range
And click generate
Then I will be able to see the report by Employees
And graphical representation report of all the Employees on the Counters
And Individual Employee Stats
And People served, Avg. Serve Time, Customer Feedback
Feature: Clerk Operations

# 58

Scenario: Select Counter

Given that I am a logged in user

And my access level is set as a clerk/teller
Then I will be provided with the list of open counters
And I will select an open counter
Then I will land on the counter window
And I will be able to view queue info associated with the counter
And I can see the number of people currently in the Queue
When I click the people in queue tab I can see the details of the people in the queue
And Number of people served so far
And the average processing time of the counter
And I can view the customer profile who is currently at the counter and require services
And I will be able to edit the information of the customer profile who is currently at the counter
And I can write something about the visit of the customer
And I can rate the customer (the rating function has been added from the business level)
And I will also be able to provide my feedback for the customer
And If a counter is offering a multiple service
Then I will also have the option to create a silent token to "Provide Another Service"
And Serve the customer
And If the customer does not show up
Then I can mark that customer as a no show up by click on the "Customer No Show" button
When I am done serving the customer
Then I will click on the Checkout button
And System will ask me to confirm the checkout
When I confirm the checkout I will be able to see the "Call Next Customer" button
Given I click on the "Call Next Customer" button
Then I will be able to see the next person information who require service at the counter
But if I need to take a break from the counter
Then I will click on the "Close Counter" button
And system will alert me about the number of people still in queue
And I will have the option to confirm or cancel the alert