Services & Operations¶

How to build and manage the service catalogue defining what your agency offers, structuring operations within each service, and activating them per agency.

In this chapter

5.1 Services vs. Operations
5.2 Planning Your Service Catalogue
5.3 Creating a Service
5.4 Creating Operations
5.5 Activating Services per Agency
5.6 Managing the Service Catalogue
5.7 Service Catalogue Best Practices

After this chapter you will be able to

Distinguish services from operations
Plan a logical service catalogue
Create services with all required fields
Add operations to a service
Activate services for specific agencies
Edit, deactivate, and reorganize services
Apply best practices for clean catalogue management

5.1 Service vs Operations¶

Before building your service catalogue, it is essential to understand the distinction between a Service and an operation. These two works together to describe what your agency offers and how each customer request is categorized when a ticket is created.

Concept	Definition	Example
Service	A broad category of work offered to customers by an agency.	Account Management
Operation	A specific, discrete task performed within a service.	Open Account, Close Account, Update Personal Info
Ticket	A customer request linked to exactly one Service and one Operation.	Ticket for 'Account Management → Open Account'

Think of a service as a folder and operation as a file inside it. When an agent creates a ticket, they select the service first then choose the specific operation being performed. These two-level structures allow Queco’s analytic to report not only on which services are most demanded, but specific task consume the most time.

NOTE	A Service can contain as many Operations as needed. However, every Service must have at least one Operation before it can be activated for an agency.

5.1.1 Real-World Examples¶

Industry	Service Example	Operations Inside It
Banking	Loan Services	New Loan Application, Loan Repayment, Loan Balance Inquiry, Loan Pre-closure
Government	Civil Registration	Birth Certificate, Death Certificate, Marriage Certificate, Name Change
Telecom	SIM Card Services	New SIM Activation, SIM Replacement, SIM Blocking, Plan Upgrade
Health Clinic	Consultation Services	General Consultation, Follow-up Visit, Lab Results Collection, Prescription Renewal
Post Office	Parcel Services	Send Parcel, Track Parcel, Collect Parcel, Return Parcel

5.2 Planning Your Service Catalogue¶

Taking time to plan your service catalogue before configuring it in Queco will save significant rework later. A well-structured catalogue improves ticket routing accuracy, makes analytics more meaningful, and reduces confusion for agents when creating tickets.

5.2.1 Catalogue Planning Checklist¶

List all customer-facing services your organization provides.
For each service, list every distinct task an agent might perform for a customer.
Group overlapping tasks if two tasks are essentially the same, merge them into one operation.
Estimate the average time needed to complete each operation. This value feeds the wait time estimator.
Identify which agencies offer which services not all agencies need the full catalogue.
Agree on consistent naming conventions before entering anything in Queco (e.g., use verbs: 'Open Account', not 'Account Opening').

TIP	Prepare your service catalogue in a spreadsheet first (Service Name, Service Code, Operations, Estimated Duration, Agencies). Review it with your team before creating anything in Queco. Renaming services after tickets have been processed against them can affect historical reporting.

5.2.2 Naming Conventions¶

Consistent naming across your service catalogue makes the platform easier to use for every role. Follow these guidelines :

Element	Recommended Style	Example
Service Name	Title Case, noun-based	Account Management, Loan Services
Service Code	Uppercase, hyphen-separated, 3–6 chars	ACC-MGT, LOAN-SVC, REG-DOC
Operation Name	Title Case, action verb + object	Open Account, Submit Application
Operation Code	Uppercase, short, no spaces	OPEN-ACC, SUBMT-APP

5.3 Creating a Service¶

Services are created at the platform level by the Super Admin or a Manger. Once created, they exist in the master catalogue can then be selectively activated for individual agencies. A service no operation cannot be activated.

5.3.1 Step-by-step: Create a new service¶

Step 1 From the left sidebar, click service,

Step 2 Click Add service in the top-right corner of the service page.

Step 3 Fill all require fields in the new service form

And you can also set the appearance color of your choice

Figure 5.1 — New Service creation form

Figure 5.1 — New Service appearance color

NOTE	A newly created service is invisible to all agents and counters until it is (1) given at least one operation, and (2) explicitly activated for an agency. See Sections 5.4 and 5.5.

5.3.2 Service Form Field Reference¶

Field	Description	Status
Service Name (FR)	Human-readable name displayed to agents and in reports in French	Required
Service Name (EN)	Human-readable name displayed to agents and in reports in English	Required

5.4 Creating Operation¶

Operations are the individual tasks within a service. They must be created after the parent service exists. You can add multiple operations to one service at any time even after the service is already active and being used.

5.4.1 Step by step: Add an operation to a service¶

Step 1 Click Services, click the name of the service you want to add operations to or identify the service u want to add operation to and click details button on the service card

Step 2: Create a new service by clicking the “+Add” button at the top right-hand corner and fill the required field.

Figure 5.2 Service Detail page showing the Operations section and 'Add Operation' button

TIP	Add all operations for a service before activating it for agencies. Adding operations to an already-active service works fine, but agents using the service at that moment won't see the new operation until their next page refresh. Moreover, You can activate and deactivate and operation in a particular service

5.4.2 Operation form Field Reference¶

Field	Description	Status
Operation Name	Action-verb name agents see when creating a ticket (e.g., 'Open Account'). For both English and French	Required

5.5 Activating Services per Agency¶

Creating a service in the master catalogue does not make it available to any agency automatically. Each service must be explicitly activated for each agency that needs it. This design allows different agencies to offer different service catalogues from the same master list for example, a main branch may offer all 12 services while a satellite office offers only 4.

5.5.1 Step-by-Step: Activate a Service for an Agency¶

Step 1: From side bar click Services

Step 2: On the top right-hand corner beside the button New Service, there is a search bar with a dropdown of all the agencies created, just select the agency you want to activate the service in

Step 3: After selecting it, the catalogue of all the Services will appear deactivated

Step 4: Click on the service in question and side bar from the right will appear

Step 5: In the side bar bellow click the green button “Enable for this agency” and after it will turn red

Step 6: Above you can also active the operation in that service for that agency is you wish

Figure 5.4 Agency Services tab showing master catalogue with activated and deactivated service for an agency (ex. Mankon)

Figure 5.4 — Detail page showing how to activate a service with its operation

NOTE	If a service has no operations, or its operation is deactivated, simply activate the service first then activate the operation later respective. And if a service has no operation, you could create one later.

TIP	After activating services for an agency, verify that at least one counter in that agency has been linked to each activated service. If no counter handles a service, tickets for that service will enter the queue but never be routed to an agent.

5.6 Managing the Service Catalogue¶

Services and operations can be edited, deactivated, or achieved at any time. Understanding the impact of each action on live data is important before making changes to an active service catalogue.

5.6.1 Service Management Actions¶

Action	How To Perform It
Edit a Service	Go to Services → click the service name → click Edit → modify fields → Save.
Deactivate a Service	Go to Services → click the service name → click deactivated → click confirm
Reactivate a Service	Go to Services → click the service name → click activated → click confirm
Delete a Service	Go to Services → click the service name → click Archive service → type the name of the service, click Confirm delete

5.6.2 Operation Management Actions¶

Action	How To Perform It
Edit an Operation	Open the service → click the operation → click Edit → modify → Save.
Deactivate an Operation	Open the service → toggle the operation's status Off. Agents no longer see it in the ticket creation form. Existing tickets are unaffected.
Reactivate an Operation	Toggle the operation's status back On. It reappears for agents immediately.
Delete an Operation	Open the service → click (⋮) on the operation → Delete → confirm. Permanent. Historical tickets retain a 'Deleted Operation' label.
Reorder Operations	Drag operation rows by the handle icon (☰) within a service. Controls the display order in the ticket form.

WARNING	Deleting a service or operation that has associated open (unresolved) tickets will cause those tickets to display incomplete information. Always check for open tickets before deleting. Deactivate instead of deleting when in doubt.

5.6.3 Impact Matrix: Action vs Data¶

Use this table to understand the effect of each management action on live data before proceeding.

Action	Open Tickets	Historical Tickets	Agency Availability
Deactivate Service	No new tickets created	Fully intact	Removed from all agencies
Reactivate Service	Resumes normally	Fully intact	Restored to all previously active agencies
Delete Service	Marked as incomplete	Labels show 'Deleted Service'	Permanently removed
Deactivate Operation	No new tickets for this op	Fully intact	Operation hidden in ticket form
Delete Operation	Marked as incomplete	Labels show 'Deleted Operation'	Permanently removed

5.7 Service Catalogue Best Practices¶

A well-maintained service catalogue is the foundation of accurate analytics and efficient queue management. Follow these practices to keep the catalogue clean and effective.

Catalogue Design

Keep service broad and operation specific. Aim for 3 – 8 operation per service. If a service has more than 10 operations, consider splitting it into 2 services.
Avoid creating duplicate operation across service category.

Ongoing Maintenance

Review the service catalogue once per quarter. Remove or deactivate operation that are no longer operational.
When a service changes significantly (e.g a new process introduced) update the instruction field so that agent always have current guidance at hand.
Monitor the service usage report in analytics to identify operation with very low volumes
Never delete a service or an operation while an active initiative is running. Schedule deletions during off-peak hours and announce them to agent in advance

5.8 Chapter summary¶

This chapter covers the complete service catalogue workflow in Queco, from planning and naming convections through creation, activation and ongoing management. By now you should be able to;

Distinguish service from operations and explain how they relate to tickets.
Plan and document a service catalogue before configuring it in Queco
Create service with all required fields and consistent naming conventions
Add and manage operations within each service
Activate service for individual agencies and specific operations within them

Chapter 6