![\"Benton](\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2026\/10\/Benton-County-Streamlines-Counter-Services-with-Linear-Queuing-Wavetec-4.jpg\" "\\"\\"")
<\/a><\/p>\nExecutive Summary<\/h2>\n
How do you help visitors know, at a glance, when it is their turn at a public service counter, and which counter is open?<\/span><\/p>\n For Benton County, this was the question behind a new counter-service deployment built around Wavetec\u2019s<\/span> UNO-Q<\/span><\/a> linear queuing solution. The County wanted a more connected and responsive experience at its service counters, where visitors can see clear, real-time signals instead of relying only on verbal calls or manual direction from staff.<\/span><\/p>\n Wavetec<\/span><\/a> connected three in-house technologies into one counter-level flow:<\/span> UNO-Q<\/span><\/a> for electronic call-forwarding,<\/span> Donatello digital signage<\/span><\/a> with integrated counter-level notifications, and Wavetec acrylic counter lights. When staff call a customer, the Donatello display shows a real-time notification for that counter and the counter light illuminates. When a counter closes, the light switches to red.<\/span><\/p>\n The result is a service area where the queue, the display and the service point work as one system. The deployment also creates a foundation for further digitalisation. The call and counter activity UNO-Q manages can feed Wavetec\u2019s<\/span> Spectra<\/span><\/a> analytics, and, with sufficient historical data,<\/span> Spectra 2.0\u2019s<\/span><\/a> forecasting and simulation capabilities could help the County anticipate busy periods and plan counter staffing before queues form.<\/span><\/p>\n Wavetec combines global capability with local delivery. It operates from 11 offices, and has deployments across 30+ US states, all Canadian provinces and more than 80 countries.\u00a0<\/span><\/p>\n In a single-line service area, customers physically wait in a line and are served when a counter becomes free. This is simple and fair, but it depends on one thing working well: visitors need to know when it is their turn and which counter to approach.<\/span><\/p>\n Without a connected system, that information is usually delivered by voice or by a staff member pointing the way. This can create several points of friction. Visitors may miss a verbal call, approach a counter that is not open, or hesitate because they are not sure the call was meant for them.<\/span><\/p>\n The challenge was therefore not only about moving people through a queue. It was about connecting three things in real time: the queue, the information displayed to visitors, and the status of each counter.<\/span><\/p>\n This matters beyond convenience.<\/span><\/p>\n Forrester\u2019s 2026 US Customer Experience Index<\/span><\/a>, based on a survey of 95,573 respondents, found that the average US federal CX score fell 2.5 points, from 61.9 in 2025 to 59.4 in 2026. The federal government was one of only three of the 12 sectors studied to decline, while the private-sector average improved, widening the gap. Among the four most influential drivers of federal CX, Forrester lists frontline service factors such as agency employees answering all of a customer\u2019s questions and problems being resolved quickly.<\/span><\/p>\n Wavetec deployed UNO-Q, its plug-and-play, ticketless electronic call-forwarding solution, and integrated it with<\/span> Donatello digital signage<\/span><\/a> and acrylic counter lights. The deployment is built on a single, connected flow between counter activity and the information shown to visitors.<\/span><\/p>\n The deployment brings together:<\/span><\/p>\n UNO-Q is designed to work with Donatello. Wavetec describes UNO-Q as powered by the Donatello digital signage player, which means the same display that shows queue information can also carry dynamic content. For Benton County, UNO-Q was successfully configured with Donatello so that call events at the counter drive what visitors see on screen.<\/span><\/p>\n This is the full-stack approach in practice: in-house queuing software, in-house digital signage and in-house connected hardware, delivered and supported by one vendor rather than stitched together from several.<\/span><\/p>\n So, what does the experience look like from the visitor\u2019s perspective?<\/span><\/p>\n UNO-Q is ticketless. Visitors join a single physical line and wait for their turn, with no kiosk or ticket step to navigate.<\/span><\/p>\n When staff are ready to serve the next person, they call the next customer through UNO-Q. The system distributes customers across counters on a first come, first served basis.<\/span><\/p>\n Donatello shows a real-time notification for the incoming call at the relevant counter. The visitor can see that they are being called and where to go, rather than relying only on a spoken announcement.<\/span><\/p>\n The acrylic light at the counter illuminates when a customer is called, giving a visual cue at the point of service that connects the queue to the right counter.<\/span><\/p>\n When a counter is closed, its light switches to red. Visitors get an immediate indication of availability without needing to ask or guess.<\/span><\/p>\n The visitor reaches the right counter and receives the service they came for.<\/span><\/p>\n From the visitor\u2019s perspective, the technology stays in the background. They simply see where to go.<\/span><\/p>\n That is exactly the point. A well-designed queuing system should not make a public-service visit feel more technical. It should make it feel easier.<\/span><\/p>\n What the deployment delivers today is a more connected counter environment: calls, notifications and counter status are tied together so that visitors have clear, real-time information at each service point.<\/span><\/p>\n Wavetec reports that UNO-Q linear queuing can improve queue flow by up to 30%, reduce walk-aways by up to 80% and help serve up to 30% more customers per hour.\u00a0<\/span><\/p>\nThe Challenge: Making Counter Status Visible<\/h2>\n
The Solution: UNO-Q, Donatello and Counter Lights Working Together<\/h2>\n
\n
<\/a><\/a><\/p>\n\n
<\/a><\/p>\n\n
<\/a><\/a><\/p>\n<\/a><\/p>\nHow Does the Benton County Counter Journey Work?<\/h2>\n
1. The visitor joins the line<\/h3>\n
2. A counter becomes available<\/h3>\n
3. The call appears on the Donatello display<\/h3>\n
4. The counter light confirms the service point<\/h3>\n
<\/a><\/p>\n5. Closed counters are clearly signalled<\/h3>\n
6. The visitor is served<\/h3>\n
Results and What This Means for the County<\/h2>\n