1, 'packages' => [ 'healthcare' => [ 'label' => 'Healthcare', 'description' => 'Hospitals and clinics — multi-department patient journeys with doctor-specific service points.', 'ticket_entity' => 'patient', 'integrations' => ['care'], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Patient', 'tickets' => 'Patients', 'queue' => 'Waiting list', 'service_point' => 'Room / desk', 'worker' => 'Clinician', 'customer' => 'Patient', 'call_next' => 'Call next patient', ], 'announcement' => [ 'en' => 'Patient :ticket, please proceed to :destination.', 'fr' => 'Patient :ticket, veuillez vous rendre au :destination.', 'with_staff' => ':ticket, :staff, :destination.', ], 'kpis' => [ 'avg_wait_time', 'consultation_time', 'doctor_utilization', 'patient_throughput', ], 'workflow' => [ 'name' => 'Patient journey', 'description' => 'Registration through discharge', ], 'departments' => [ ['code' => 'reception', 'name' => 'Registration', 'type' => 'reception'], ['code' => 'triage', 'name' => 'Triage', 'type' => 'consultation'], ['code' => 'consultation', 'name' => 'Consultation', 'type' => 'consultation'], ['code' => 'laboratory', 'name' => 'Laboratory', 'type' => 'laboratory'], ['code' => 'imaging', 'name' => 'Imaging', 'type' => 'laboratory'], ['code' => 'pharmacy', 'name' => 'Pharmacy', 'type' => 'pharmacy'], ['code' => 'billing', 'name' => 'Billing', 'type' => 'cashier'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Registration', 'prefix' => 'R', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => false, 'service_points' => [ ['name' => 'Registration Desk 1', 'destination' => 'Registration Desk 1', 'code' => 'RD1'], ], ], [ 'code' => 'triage', 'department' => 'triage', 'name' => 'Triage', 'prefix' => 'T', 'strategy' => 'priority', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'manual_assignment', 'optional' => true, 'service_points' => [ ['name' => 'Triage Station 1', 'destination' => 'Triage Station 1', 'code' => 'TS1'], ], ], [ 'code' => 'consultation', 'department' => 'consultation', 'name' => 'Consultation', 'prefix' => 'C', 'strategy' => 'appointment', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'doctor_assignment', 'optional' => false, 'service_points' => [ ['name' => 'Consultation Room 1', 'destination' => 'Consultation Room 1', 'code' => 'CR1'], ], ], [ 'code' => 'laboratory', 'department' => 'laboratory', 'name' => 'Laboratory', 'prefix' => 'L', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'optional' => true, 'service_points' => [ ['name' => 'Sample Collection Desk 1', 'destination' => 'Sample Desk 1', 'code' => 'LD1'], ], ], [ 'code' => 'imaging', 'department' => 'imaging', 'name' => 'Imaging', 'prefix' => 'I', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'skill_based', 'optional' => true, 'service_points' => [ ['name' => 'X-Ray', 'destination' => 'X-Ray Room', 'code' => 'XR1'], ], ], [ 'code' => 'pharmacy', 'department' => 'pharmacy', 'name' => 'Pharmacy', 'prefix' => 'P', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'optional' => false, 'service_points' => [ ['name' => 'Pharmacy Counter 1', 'destination' => 'Pharmacy Counter 1', 'code' => 'PC1'], ], ], [ 'code' => 'billing', 'department' => 'billing', 'name' => 'Billing', 'prefix' => 'B', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => false, 'service_points' => [ ['name' => 'Cashier 1', 'destination' => 'Cashier 1', 'code' => 'CA1'], ], ], ], ], 'restaurant' => [ 'label' => 'Restaurant', 'description' => 'Kitchen production queues and pickup — integrates with Ladill POS.', 'ticket_entity' => 'order', 'integrations' => ['pos'], 'display_layout' => 'split', 'terminology' => [ 'ticket' => 'Order', 'tickets' => 'Orders', 'queue' => 'Kitchen queue', 'service_point' => 'Station', 'worker' => 'Cook', 'customer' => 'Guest', 'call_next' => 'Bump next order', ], 'announcement' => [ 'en' => 'Order :ticket is ready for pickup.', 'fr' => 'Commande :ticket prête à emporter.', 'with_staff' => 'Order :ticket — :destination.', ], 'kpis' => [ 'kitchen_prep_time', 'order_completion_time', 'station_utilization', ], 'workflow' => [ 'name' => 'Kitchen production', 'description' => 'Order through pickup', ], 'departments' => [ ['code' => 'orders', 'name' => 'Orders', 'type' => 'general'], ['code' => 'kitchen', 'name' => 'Kitchen', 'type' => 'general'], ['code' => 'packing', 'name' => 'Packing', 'type' => 'general'], ['code' => 'pickup', 'name' => 'Pickup', 'type' => 'collections'], ], 'stages' => [ [ 'code' => 'orders', 'department' => 'orders', 'name' => 'New orders', 'prefix' => 'O', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [ ['name' => 'Expo', 'destination' => 'Expo', 'code' => 'EX1'], ], ], [ 'code' => 'grill', 'department' => 'kitchen', 'name' => 'Grill', 'prefix' => 'G', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'service_points' => [ ['name' => 'Grill Station', 'destination' => 'Grill', 'code' => 'GR1'], ], ], [ 'code' => 'fryer', 'department' => 'kitchen', 'name' => 'Fryer', 'prefix' => 'F', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'service_points' => [ ['name' => 'Fryer Station', 'destination' => 'Fryer', 'code' => 'FR1'], ], ], [ 'code' => 'drinks', 'department' => 'kitchen', 'name' => 'Drinks', 'prefix' => 'D', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'least_busy', 'service_points' => [ ['name' => 'Drinks Station', 'destination' => 'Drinks', 'code' => 'DR1'], ], ], [ 'code' => 'packing', 'department' => 'packing', 'name' => 'Packing', 'prefix' => 'K', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [ ['name' => 'Packing Bench', 'destination' => 'Packing', 'code' => 'PK1'], ], ], [ 'code' => 'pickup', 'department' => 'pickup', 'name' => 'Pickup', 'prefix' => 'U', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [ ['name' => 'Pickup Counter', 'destination' => 'Pickup', 'code' => 'PU1'], ], ], ], ], 'banking' => [ 'label' => 'Banking', 'description' => 'Central ticketing with next-available tellers and specialty desks.', 'ticket_entity' => 'customer', 'integrations' => [], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Ticket', 'tickets' => 'Tickets', 'queue' => 'Queue', 'service_point' => 'Counter', 'worker' => 'Teller', 'customer' => 'Customer', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Ticket :ticket, please proceed to :destination.', 'fr' => 'Ticket :ticket, veuillez vous rendre au :destination.', 'with_staff' => 'Ticket :ticket, please proceed to :destination.', ], 'kpis' => [ 'teller_efficiency', 'sla_compliance', 'queue_abandonment', ], 'workflow' => [ 'name' => 'Branch visit', 'description' => 'Reception through service exit', ], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'teller', 'name' => 'Teller', 'type' => 'cashier'], ['code' => 'customer_service', 'name' => 'Customer Service', 'type' => 'customer_service'], ['code' => 'loans', 'name' => 'Loans', 'type' => 'general'], ['code' => 'accounts', 'name' => 'Account Opening', 'type' => 'general'], ['code' => 'forex', 'name' => 'Foreign Exchange', 'type' => 'cashier'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [ ['name' => 'Reception Desk', 'destination' => 'Reception', 'code' => 'R1'], ], ], [ 'code' => 'teller', 'department' => 'teller', 'name' => 'Teller', 'prefix' => 'T', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'service_points' => [ ['name' => 'Teller 1', 'destination' => 'Counter 1', 'code' => 'T1'], ['name' => 'Teller 2', 'destination' => 'Counter 2', 'code' => 'T2'], ], ], [ 'code' => 'customer_service', 'department' => 'customer_service', 'name' => 'Customer Service', 'prefix' => 'S', 'strategy' => 'priority', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'skill_based', 'service_points' => [ ['name' => 'Service Desk 1', 'destination' => 'Service Desk 1', 'code' => 'S1'], ], ], [ 'code' => 'loans', 'department' => 'loans', 'name' => 'Loans', 'prefix' => 'L', 'strategy' => 'appointment', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'manual_assignment', 'optional' => true, 'service_points' => [ ['name' => 'Loans Desk', 'destination' => 'Loans Desk', 'code' => 'LN1'], ], ], [ 'code' => 'accounts', 'department' => 'accounts', 'name' => 'Account Opening', 'prefix' => 'N', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [ ['name' => 'Accounts Desk', 'destination' => 'Accounts Desk', 'code' => 'AC1'], ], ], [ 'code' => 'forex', 'department' => 'forex', 'name' => 'Foreign Exchange', 'prefix' => 'X', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [ ['name' => 'Forex Counter', 'destination' => 'Forex', 'code' => 'FX1'], ], ], ], ], 'government' => [ 'label' => 'Government Office', 'description' => 'Passport, DVLA, tax, and municipal service workflows.', 'ticket_entity' => 'application', 'integrations' => [], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Application', 'tickets' => 'Applications', 'queue' => 'Queue', 'service_point' => 'Window', 'worker' => 'Officer', 'customer' => 'Citizen', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Application :ticket, please proceed to :destination.', 'with_staff' => 'Application :ticket, please proceed to :destination.', ], 'kpis' => ['processing_time', 'applications_completed'], 'workflow' => ['name' => 'Citizen service', 'description' => 'Reception through collection'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'verification', 'name' => 'Verification', 'type' => 'verification'], ['code' => 'processing', 'name' => 'Processing', 'type' => 'general'], ['code' => 'payment', 'name' => 'Payment', 'type' => 'payments'], ['code' => 'collection', 'name' => 'Collection', 'type' => 'collections'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Reception', 'destination' => 'Reception', 'code' => 'R1']], ], [ 'code' => 'verification', 'department' => 'verification', 'name' => 'Verification', 'prefix' => 'V', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Verification Window', 'destination' => 'Window 1', 'code' => 'V1']], ], [ 'code' => 'processing', 'department' => 'processing', 'name' => 'Processing', 'prefix' => 'P', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'service_points' => [['name' => 'Processing Desk', 'destination' => 'Processing', 'code' => 'P1']], ], [ 'code' => 'payment', 'department' => 'payment', 'name' => 'Payment', 'prefix' => 'Y', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Payment Counter', 'destination' => 'Payments', 'code' => 'Y1']], ], [ 'code' => 'collection', 'department' => 'collection', 'name' => 'Collection', 'prefix' => 'C', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Collection Window', 'destination' => 'Collection', 'code' => 'C1']], ], ], ], 'retail_service' => [ 'label' => 'Retail Service Centre', 'description' => 'Phone, electronics, and appliance repair centres.', 'ticket_entity' => 'device', 'integrations' => [], 'display_layout' => 'compact', 'terminology' => [ 'ticket' => 'Job', 'tickets' => 'Jobs', 'queue' => 'Workbench queue', 'service_point' => 'Bench', 'worker' => 'Technician', 'customer' => 'Customer', 'call_next' => 'Call next job', ], 'announcement' => [ 'en' => 'Job :ticket, please proceed to :destination.', 'with_staff' => 'Job :ticket — :destination.', ], 'kpis' => ['avg_repair_duration', 'bench_utilization'], 'workflow' => ['name' => 'Repair journey', 'description' => 'Reception through pickup'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'diagnosis', 'name' => 'Diagnosis', 'type' => 'technical_support'], ['code' => 'repair', 'name' => 'Repair', 'type' => 'technical_support'], ['code' => 'qc', 'name' => 'Quality Check', 'type' => 'verification'], ['code' => 'pickup', 'name' => 'Pickup', 'type' => 'collections'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'R', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Front Desk', 'destination' => 'Front Desk', 'code' => 'FD1']], ], [ 'code' => 'diagnosis', 'department' => 'diagnosis', 'name' => 'Diagnosis', 'prefix' => 'D', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'service_points' => [['name' => 'Diagnosis Bench', 'destination' => 'Diagnosis', 'code' => 'DB1']], ], [ 'code' => 'repair', 'department' => 'repair', 'name' => 'Repair', 'prefix' => 'X', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'service_points' => [['name' => 'Repair Bench 1', 'destination' => 'Bench 1', 'code' => 'RB1']], ], [ 'code' => 'qc', 'department' => 'qc', 'name' => 'Quality Check', 'prefix' => 'Q', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'QC Desk', 'destination' => 'QC', 'code' => 'QC1']], ], [ 'code' => 'pickup', 'department' => 'pickup', 'name' => 'Pickup', 'prefix' => 'P', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Pickup Counter', 'destination' => 'Pickup', 'code' => 'PU1']], ], ], ], 'vehicle' => [ 'label' => 'Vehicle Service Centre', 'description' => 'Inspection, mechanic bays, electrical, wash, and release.', 'ticket_entity' => 'vehicle', 'integrations' => [], 'display_layout' => 'split', 'terminology' => [ 'ticket' => 'Vehicle', 'tickets' => 'Vehicles', 'queue' => 'Bay queue', 'service_point' => 'Bay', 'worker' => 'Technician', 'customer' => 'Owner', 'call_next' => 'Call next vehicle', ], 'announcement' => [ 'en' => 'Vehicle :ticket, please proceed to :destination.', 'with_staff' => 'Vehicle :ticket — :destination.', ], 'kpis' => ['avg_repair_duration', 'bay_utilization'], 'workflow' => ['name' => 'Vehicle service', 'description' => 'Reception through release'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'inspection', 'name' => 'Inspection', 'type' => 'verification'], ['code' => 'mechanic', 'name' => 'Mechanic', 'type' => 'technical_support'], ['code' => 'electrical', 'name' => 'Electrical', 'type' => 'technical_support'], ['code' => 'wash', 'name' => 'Wash', 'type' => 'general'], ['code' => 'billing', 'name' => 'Billing', 'type' => 'payments'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'V', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Service Desk', 'destination' => 'Reception', 'code' => 'SD1']], ], [ 'code' => 'inspection', 'department' => 'inspection', 'name' => 'Inspection', 'prefix' => 'I', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Inspection Bay', 'destination' => 'Inspection', 'code' => 'IB1']], ], [ 'code' => 'mechanic', 'department' => 'mechanic', 'name' => 'Mechanic', 'prefix' => 'M', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'service_points' => [ ['name' => 'Bay 1', 'destination' => 'Bay 1', 'code' => 'B1'], ['name' => 'Bay 2', 'destination' => 'Bay 2', 'code' => 'B2'], ], ], [ 'code' => 'electrical', 'department' => 'electrical', 'name' => 'Electrical', 'prefix' => 'E', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'optional' => true, 'service_points' => [['name' => 'Electrical Bay', 'destination' => 'Electrical', 'code' => 'EB1']], ], [ 'code' => 'wash', 'department' => 'wash', 'name' => 'Wash', 'prefix' => 'W', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [['name' => 'Wash Bay', 'destination' => 'Wash', 'code' => 'WB1']], ], [ 'code' => 'billing', 'department' => 'billing', 'name' => 'Billing', 'prefix' => 'B', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Cashier', 'destination' => 'Billing', 'code' => 'CA1']], ], ], ], 'hospitality' => [ 'label' => 'Hotel / Hospitality', 'description' => 'Check-in, concierge, guest services, and checkout.', 'ticket_entity' => 'guest', 'integrations' => [], 'display_layout' => 'compact', 'terminology' => [ 'ticket' => 'Guest', 'tickets' => 'Guests', 'queue' => 'Front desk queue', 'service_point' => 'Desk', 'worker' => 'Agent', 'customer' => 'Guest', 'call_next' => 'Call next guest', ], 'announcement' => [ 'en' => 'Guest :ticket, please proceed to :destination.', 'with_staff' => 'Guest :ticket — :destination.', ], 'kpis' => ['checkin_time', 'desk_utilization'], 'workflow' => ['name' => 'Guest journey', 'description' => 'Arrival through checkout'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'checkin', 'name' => 'Check-in', 'type' => 'general'], ['code' => 'concierge', 'name' => 'Concierge', 'type' => 'customer_service'], ['code' => 'checkout', 'name' => 'Checkout', 'type' => 'cashier'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'H', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Lobby Desk', 'destination' => 'Lobby', 'code' => 'LB1']], ], [ 'code' => 'checkin', 'department' => 'checkin', 'name' => 'Check-in', 'prefix' => 'C', 'strategy' => 'appointment', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'service_points' => [['name' => 'Check-in Desk 1', 'destination' => 'Check-in 1', 'code' => 'CI1']], ], [ 'code' => 'concierge', 'department' => 'concierge', 'name' => 'Concierge', 'prefix' => 'G', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [['name' => 'Concierge Desk', 'destination' => 'Concierge', 'code' => 'CG1']], ], [ 'code' => 'checkout', 'department' => 'checkout', 'name' => 'Checkout', 'prefix' => 'X', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Checkout Desk', 'destination' => 'Checkout', 'code' => 'CO1']], ], ], ], 'logistics' => [ 'label' => 'Logistics', 'description' => 'Dock allocation, loading, inspection, and dispatch.', 'ticket_entity' => 'shipment', 'integrations' => [], 'display_layout' => 'compact', 'terminology' => [ 'ticket' => 'Shipment', 'tickets' => 'Shipments', 'queue' => 'Dock queue', 'service_point' => 'Dock', 'worker' => 'Handler', 'customer' => 'Carrier', 'call_next' => 'Call next shipment', ], 'announcement' => [ 'en' => 'Shipment :ticket, please proceed to :destination.', 'with_staff' => 'Shipment :ticket — :destination.', ], 'kpis' => ['dock_turnaround', 'dispatch_time'], 'workflow' => ['name' => 'Yard operations', 'description' => 'Arrival through dispatch'], 'departments' => [ ['code' => 'arrival', 'name' => 'Arrival', 'type' => 'reception'], ['code' => 'dock', 'name' => 'Dock Allocation', 'type' => 'general'], ['code' => 'loading', 'name' => 'Loading', 'type' => 'general'], ['code' => 'inspection', 'name' => 'Inspection', 'type' => 'verification'], ['code' => 'dispatch', 'name' => 'Dispatch', 'type' => 'collections'], ], 'stages' => [ [ 'code' => 'arrival', 'department' => 'arrival', 'name' => 'Arrival', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Gate', 'destination' => 'Gate', 'code' => 'GT1']], ], [ 'code' => 'dock', 'department' => 'dock', 'name' => 'Dock Allocation', 'prefix' => 'D', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'least_busy', 'service_points' => [ ['name' => 'Dock 1', 'destination' => 'Dock 1', 'code' => 'D1'], ['name' => 'Dock 2', 'destination' => 'Dock 2', 'code' => 'D2'], ], ], [ 'code' => 'loading', 'department' => 'loading', 'name' => 'Loading', 'prefix' => 'L', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'manual_assignment', 'service_points' => [['name' => 'Loading Bay', 'destination' => 'Loading', 'code' => 'LB1']], ], [ 'code' => 'inspection', 'department' => 'inspection', 'name' => 'Inspection', 'prefix' => 'I', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Inspection', 'destination' => 'Inspection', 'code' => 'IN1']], ], [ 'code' => 'dispatch', 'department' => 'dispatch', 'name' => 'Dispatch', 'prefix' => 'X', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Dispatch Office', 'destination' => 'Dispatch', 'code' => 'DX1']], ], ], ], 'university' => [ 'label' => 'University', 'description' => 'Admissions, finance, registrar, library, and student affairs.', 'ticket_entity' => 'student', 'integrations' => [], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Ticket', 'tickets' => 'Tickets', 'queue' => 'Queue', 'service_point' => 'Desk', 'worker' => 'Officer', 'customer' => 'Student', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Ticket :ticket, please proceed to :destination.', 'with_staff' => 'Ticket :ticket — :destination.', ], 'kpis' => ['avg_wait_time', 'desk_throughput'], 'workflow' => ['name' => 'Student services', 'description' => 'Campus service desks'], 'departments' => [ ['code' => 'admissions', 'name' => 'Admissions', 'type' => 'reception'], ['code' => 'finance', 'name' => 'Finance', 'type' => 'payments'], ['code' => 'registrar', 'name' => 'Registrar', 'type' => 'general'], ['code' => 'library', 'name' => 'Library', 'type' => 'general'], ['code' => 'student_affairs', 'name' => 'Student Affairs', 'type' => 'customer_service'], ], 'stages' => [ [ 'code' => 'admissions', 'department' => 'admissions', 'name' => 'Admissions', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Admissions Desk', 'destination' => 'Admissions', 'code' => 'AD1']], ], [ 'code' => 'finance', 'department' => 'finance', 'name' => 'Finance', 'prefix' => 'F', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Finance Counter', 'destination' => 'Finance', 'code' => 'FN1']], ], [ 'code' => 'registrar', 'department' => 'registrar', 'name' => 'Registrar', 'prefix' => 'R', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Registrar Desk', 'destination' => 'Registrar', 'code' => 'RG1']], ], [ 'code' => 'library', 'department' => 'library', 'name' => 'Library', 'prefix' => 'L', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [['name' => 'Library Desk', 'destination' => 'Library', 'code' => 'LB1']], ], [ 'code' => 'student_affairs', 'department' => 'student_affairs', 'name' => 'Student Affairs', 'prefix' => 'S', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [['name' => 'Student Affairs', 'destination' => 'Student Affairs', 'code' => 'SA1']], ], ], ], 'telecom' => [ 'label' => 'Telecom Service Centre', 'description' => 'SIM registration, customer care, technical support, and device repair.', 'ticket_entity' => 'customer', 'integrations' => [], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Ticket', 'tickets' => 'Tickets', 'queue' => 'Queue', 'service_point' => 'Counter', 'worker' => 'Agent', 'customer' => 'Customer', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Ticket :ticket, please proceed to :destination.', 'with_staff' => 'Ticket :ticket — :destination.', ], 'kpis' => ['avg_wait_time', 'agent_utilization'], 'workflow' => ['name' => 'Store visit', 'description' => 'Reception through support'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'sim', 'name' => 'SIM Registration', 'type' => 'general'], ['code' => 'care', 'name' => 'Customer Care', 'type' => 'customer_service'], ['code' => 'tech', 'name' => 'Technical Support', 'type' => 'technical_support'], ['code' => 'repair', 'name' => 'Device Repair', 'type' => 'technical_support'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Reception', 'destination' => 'Reception', 'code' => 'R1']], ], [ 'code' => 'sim', 'department' => 'sim', 'name' => 'SIM Registration', 'prefix' => 'S', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'SIM Desk', 'destination' => 'SIM Desk', 'code' => 'SM1']], ], [ 'code' => 'care', 'department' => 'care', 'name' => 'Customer Care', 'prefix' => 'C', 'strategy' => 'priority', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'service_points' => [['name' => 'Care Desk 1', 'destination' => 'Care 1', 'code' => 'CD1']], ], [ 'code' => 'tech', 'department' => 'tech', 'name' => 'Technical Support', 'prefix' => 'T', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'service_points' => [['name' => 'Tech Desk', 'destination' => 'Tech Support', 'code' => 'TD1']], ], [ 'code' => 'repair', 'department' => 'repair', 'name' => 'Device Repair', 'prefix' => 'D', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'skill_based', 'optional' => true, 'service_points' => [['name' => 'Repair Bench', 'destination' => 'Repair', 'code' => 'RB1']], ], ], ], 'events' => [ 'label' => 'Events', 'description' => 'Registration, badge printing, and hall entry.', 'ticket_entity' => 'attendee', 'integrations' => [], 'display_layout' => 'media', 'terminology' => [ 'ticket' => 'Attendee', 'tickets' => 'Attendees', 'queue' => 'Line', 'service_point' => 'Station', 'worker' => 'Staff', 'customer' => 'Attendee', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Attendee :ticket, please proceed to :destination.', 'with_staff' => 'Attendee :ticket — :destination.', ], 'kpis' => ['checkin_rate', 'entry_throughput'], 'workflow' => ['name' => 'Event entry', 'description' => 'Registration through hall'], 'departments' => [ ['code' => 'registration', 'name' => 'Registration', 'type' => 'reception'], ['code' => 'badges', 'name' => 'Badge Printing', 'type' => 'general'], ['code' => 'entry', 'name' => 'Hall Entry', 'type' => 'security'], ], 'stages' => [ [ 'code' => 'registration', 'department' => 'registration', 'name' => 'Registration', 'prefix' => 'E', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Reg Desk 1', 'destination' => 'Registration 1', 'code' => 'RD1']], ], [ 'code' => 'badges', 'department' => 'badges', 'name' => 'Badge Printing', 'prefix' => 'B', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Badge Station', 'destination' => 'Badges', 'code' => 'BD1']], ], [ 'code' => 'entry', 'department' => 'entry', 'name' => 'Hall Entry', 'prefix' => 'H', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Hall Gate', 'destination' => 'Hall Entrance', 'code' => 'HG1']], ], ], ], 'church' => [ 'label' => 'Church', 'description' => 'Reception, counselling, pastoral sessions, and follow-up.', 'ticket_entity' => 'member', 'integrations' => [], 'display_layout' => 'compact', 'terminology' => [ 'ticket' => 'Visitor', 'tickets' => 'Visitors', 'queue' => 'Waiting list', 'service_point' => 'Room', 'worker' => 'Counsellor', 'customer' => 'Member', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Visitor :ticket, please proceed to :destination.', 'with_staff' => 'Visitor :ticket — :destination.', ], 'kpis' => ['session_time', 'followup_rate'], 'workflow' => ['name' => 'Pastoral care', 'description' => 'Reception through follow-up'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'counselling', 'name' => 'Counselling', 'type' => 'consultation'], ['code' => 'pastoral', 'name' => 'Pastoral Session', 'type' => 'consultation'], ['code' => 'followup', 'name' => 'Follow-up', 'type' => 'customer_service'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'R', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Welcome Desk', 'destination' => 'Welcome Desk', 'code' => 'WD1']], ], [ 'code' => 'counselling', 'department' => 'counselling', 'name' => 'Counselling', 'prefix' => 'C', 'strategy' => 'appointment', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'manual_assignment', 'service_points' => [['name' => 'Counselling Room 1', 'destination' => 'Room 1', 'code' => 'CR1']], ], [ 'code' => 'pastoral', 'department' => 'pastoral', 'name' => 'Pastoral Session', 'prefix' => 'P', 'strategy' => 'appointment', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'manual_assignment', 'service_points' => [['name' => 'Pastoral Office', 'destination' => 'Pastoral Office', 'code' => 'PO1']], ], [ 'code' => 'followup', 'department' => 'followup', 'name' => 'Follow-up', 'prefix' => 'F', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [['name' => 'Follow-up Desk', 'destination' => 'Follow-up', 'code' => 'FU1']], ], ], ], 'visitor' => [ 'label' => 'Visitor Management', 'description' => 'General visitor check-in and host queues.', 'ticket_entity' => 'visitor', 'integrations' => ['frontdesk'], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Visitor', 'tickets' => 'Visitors', 'queue' => 'Queue', 'service_point' => 'Desk', 'worker' => 'Host', 'customer' => 'Visitor', 'call_next' => 'Call next visitor', ], 'announcement' => [ 'en' => 'Visitor :ticket, please proceed to :destination.', 'with_staff' => 'Visitor :ticket — :destination.', ], 'kpis' => ['avg_wait_time', 'checkin_rate'], 'workflow' => ['name' => 'Visitor check-in', 'description' => 'Reception through host'], 'departments' => [ ['code' => 'reception', 'name' => 'Reception', 'type' => 'reception'], ['code' => 'host', 'name' => 'Host', 'type' => 'general'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'V', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Reception Desk', 'destination' => 'Reception', 'code' => 'R1']], ], [ 'code' => 'host', 'department' => 'host', 'name' => 'Host Meeting', 'prefix' => 'H', 'strategy' => 'fifo', 'routing_mode' => 'assigned_only', 'routing_strategy' => 'manual_assignment', 'service_points' => [['name' => 'Meeting Room 1', 'destination' => 'Meeting Room 1', 'code' => 'MR1']], ], ], ], 'retail' => [ 'label' => 'Retail', 'description' => 'General retail customer service and returns.', 'ticket_entity' => 'customer', 'integrations' => ['pos'], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Ticket', 'tickets' => 'Tickets', 'queue' => 'Queue', 'service_point' => 'Counter', 'worker' => 'Associate', 'customer' => 'Customer', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Ticket :ticket, please proceed to :destination.', 'with_staff' => 'Ticket :ticket — :destination.', ], 'kpis' => ['avg_wait_time', 'counter_utilization'], 'workflow' => ['name' => 'Store service', 'description' => 'Customer service flow'], 'departments' => [ ['code' => 'reception', 'name' => 'Customer Service', 'type' => 'customer_service'], ['code' => 'returns', 'name' => 'Returns', 'type' => 'collections'], ['code' => 'cashier', 'name' => 'Cashier', 'type' => 'cashier'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Customer Service', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Service Desk 1', 'destination' => 'Service Desk 1', 'code' => 'SD1']], ], [ 'code' => 'returns', 'department' => 'returns', 'name' => 'Returns', 'prefix' => 'R', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'optional' => true, 'service_points' => [['name' => 'Returns Counter', 'destination' => 'Returns', 'code' => 'RT1']], ], [ 'code' => 'cashier', 'department' => 'cashier', 'name' => 'Cashier', 'prefix' => 'C', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'least_busy', 'service_points' => [['name' => 'Cashier 1', 'destination' => 'Cashier 1', 'code' => 'CA1']], ], ], ], 'custom' => [ 'label' => 'Custom', 'description' => 'Start with a blank canvas — add departments, stages, and service points yourself.', 'ticket_entity' => 'customer', 'integrations' => [], 'display_layout' => 'standard', 'terminology' => [ 'ticket' => 'Ticket', 'tickets' => 'Tickets', 'queue' => 'Queue', 'service_point' => 'Counter', 'worker' => 'Staff', 'customer' => 'Customer', 'call_next' => 'Call next', ], 'announcement' => [ 'en' => 'Ticket :ticket, please proceed to :destination.', 'with_staff' => 'Ticket :ticket — :destination.', ], 'kpis' => ['avg_wait_time'], 'workflow' => ['name' => 'Custom workflow', 'description' => 'Build your own stages'], 'departments' => [ ['code' => 'reception', 'name' => 'General Reception', 'type' => 'reception'], ], 'stages' => [ [ 'code' => 'reception', 'department' => 'reception', 'name' => 'Reception', 'prefix' => 'A', 'strategy' => 'fifo', 'routing_mode' => 'shared_pool', 'routing_strategy' => 'round_robin', 'service_points' => [['name' => 'Counter 1', 'destination' => 'Counter 1', 'code' => 'C1']], ], ], ], ], ];