5 | Managing Access Control

5 | Managing Access Control

Access Control Basics

Flowte allows you to add a barcode or QR code to every type of ticket in thee system. Once a barcode has been added the tickets can then be scanned in quickly and easily using the Flowte Scanning App for IOS.

Step 1 | Setting up your ticket templates

The first step to introducing access control is to add a QR code to all of you ticket templates. To do this navigate to the Ticketing > Tickets. There are three types of templates that you can add.

1. Confirmation email design
2. E-Ticket Template
3. Ticket Design

Read more info on ticket customisation here.

Step 2 | Turning on access control for your events / games

Once you have added QR code and entrance tags to your ticket template, you are now ready to connect your venue's areas to the necessary entrances and set some scanning rules.

You can define what time access control will become available before and after each event. A ticket is available to be scanned 60 minutes before the start of your event and until 60 minutes after the event by default, however this can be changed by navigating Ticketing >  Event  > Select Event and changing the "scan time" setting as as shown in in the image below to any amount of time you require:





If you need to be able to always scan a card, set the scan start time to 600,000 minutes. That’s basically a year!

Step 3 | Setting scanning rules for your events / games

Defining Maximum Scans Allowed
It is possible to define the maximum number of times you allow each ticket to be scanned. You can also configure the maximum number of times per day you allow a barcode to be scanned. To modify either of these settings navigate to Ticketing  >  Events > Select the event > View/Edit Time and change the max scans setting as as shown in in the image below for each ticket type.



Defining Entrances

The Scanning Section barcode is used for a scanning operator to register their location as being at a particular entrance. In this way tickets from certain sections can be assigned to certain entrances in your venue, creating an effective Entrance Control solution. This is achieved in two steps:

1. Define your venue's entrances. For a GA venue, navigate to your event > View/Edit Time > Entrance dropdown menu > Create or add an existing entrance for each section. For a seated event, navigate to your event > View/Edit Time > Scroll to the bottom where the seatmap is located > Select the seats to which you will be adding an entrance > Entrance dropdown menu > Set an existing entrance or create a new one. You can give each entrance a unique colour to help see the full picture at a glance. Once done, check how everything looks by clicking Entrance > View Entrance Map: 



Next, you will need to generate and print out each entrance barcode you have just given to your sections. This is done by  navigating to Ticketing >  Events > Select event > Times and Pricing > Print Entrance Barcode:







IMPORTANT: Make sure you use entrance barcodes to prevent non offcial users from using the Flowte Mobile Scanning App.

Step 5 |  Download the Flowte Scanning Applications (Mobile or Tethered)

Option A | Mobile Scanning

Step 1: Navigate to Ticketing > Access Control > Get App


 

Step 2: Under "Mobile Scanning App" click the "Download on the App Store" button. 


Step 3: You will be brought to the Apple App store where you can download the app on your Apple device (iPhone or iPad)

Step 4: Finally, on game day, you will need to set up your scanning app to scan in tickets to the entrance it is responsible for. For example, the person in charge of scanning in customers into Entrance 1 will need to open the Flowte Scanning App > Scan the entrance barcode to Entrance 1 > Now, the app will only let in customers with tickets to Entrance 1. If you will need to change entrances, simple scan the next entrance barcode, which will reset the app to it. 

Option B | Tethered Scanning

Step 1: Plug in your scanning device into your computer

Step 2: Click the "Tethered Device Scanning" button.
Step3: The following screen will appear allowing you to begin scanning. 



Step 4: Scan your first ticket by placing the QR code over the scanner. The details of the scanned ticket will then appear on your screen.
Step 5: Regardless of a success or failed scan. Simply repeat step 4 to scan the next ticket. 

Option C | Scan In / Scan Out Barcode

Here you can change the scanning mode to scan out, which will grant customers who were previously in the venue re-entry.


Step 6 | Event Venue Wifi Requirements and Testing 
Mobile Router power  (back up) & security 
Physically Secure mobile routers

Step 7 | Event Day On Site Operations and Preparation
All Scanners should be stored in a multi unit charging dock in a secure facility. All scanners should be fully charged and test 24 hours before they will be deployed.
All scanning devices should be signed out and signed by in post game by those individuals who will be performing ticket scanning. Once signed back in the scanners should be returned to the charging dock.

Step 8 | Agree Failed Scan Policies and Procedures
When a scan is not valid there must be an agreed policy for how these patrons will be managed. The options available are
a. Reject and Eject these patrons
b. Send these patrons to the customer service desk for further investigation
c. Have individual scanners review the error message and make a decision on a case by case basis.
d. Ignore failed scan and allow entry and then analyse failed scans post match to check for patterns etc.

A policy decision must be taken by management 48 hours prior to each match day and communicated to all relevant team members
Step 9 | How to scan tickets

Point your devices' camera at the QR code.  It will focus on the code after a moment.


The Optimal distance is to hold the device approximately 30 centimeters from the QR code as shown above



Make sure that the QR code is centered in the screen.  Your QR code should fit between the four brackets in the middle of your devices' screen.


Wait for the code to scan.  Once the QR code is centered on your iPhone's screen, it should scan almost immediately.

Step 10 | Scan Results Messages and Meanings

ACCEPT - IF THE SCREN TURNS GREEN THE TICKET IS VALID AND SHOULD BE ACCEPTED



REJECT -  IF THE SCREN TURNS RED THE TICKET IS INVALID AND SHOULD NOT BE ACCEPTED


Step 11 | Optimising Queue Management Guide
You will need to decide on the best queue management system for your venue. A detailed guide can be found here:  https://help.flowte.com/portal/kb/articles/optimizing-queue-management

Exit Scans

Naviagte to:  Ticketing > Access Control > Get App

Flowte allows for event goers to re-enter an event with the use of exits scans.  

After scanning a ticket for the first time, it will enter scan in mode. The first exit scan performed to an already entered ticket will mark the ticket as scanned out. Any subsequent exit scans to an already exited ticket will return an error and a red screen.  

How to scan tickets:

Benefits of exit scans  
Customer Satisfaction. Customers can now re-enter events with no problems.  Efficiency. A simple ticket scan is all that is required to re-enter an event.   Data Collection. Keep track of the number of people that entered, exited an event.  Reporting. With the Flowte system you can create reports on the amount of times tickets were scanned, giving you a better understanding of your customers activities. 

Scanning Result Screens

SCAN RESULT
RESULT DISPLAY
DESCRIPTION
SUCCCESFUL SCAN


This is a valid QR code and the patron should be admitted
WRONG SCAN TIME 

This ticket is for a different game or is scanned too early for entry to this game.
SCAN LIMIT REACHED

This ticket has been scanned more than the maximum number of times allowed
INVALID QR CODE 

This ticket or barcode comes  from another system and was not issued from Flowte
NO GAMES FOUND

This QR code is for a contact or season card. The card is a valid card however there are no games taking place at this time that are valid.
BLANK WHITE SCREEN 


The Flowte scanning app is completely disconnected from the internet. 

Scanning Dashboards & Reports

Real Time Dashboards

Navigate to Analytics > Analytics. This allows you to quickly see a snapshot of activity in your organisation relating to ticket sales. It contains key components that will help you gain a more holistic understanding of your ticketing operations as follows:

Items Sold 

This chart shows you the number of tickets sold across all games / events over the past 7 days. This chart is helpful to identify peaks and troughs in activity. The chart refreshes in real time.  
 

Items Summary

This chart shows you the amount of tickets sold per game and the accepted and rejected ticket scans. 

Items by Source

This chart shows you the number of tickets split between internet order and back office orders over the past 7 days. This chart is helpful to see how what percentage of your orders are being driven online. When you drive orders online you reduce your organisational overhead and most importantly you save time.  The chart refreshes in real time. 


Total Revenue by Type

This chart shows you the number of tickets sold per offer type or promo code applied across all games / events over the past 7 days. This chart is helpful to identify which offers are effective and which ones are less popular.  This will assist your marketing team to generate better return on investment with future promotions. 

 
Items by Type

This chart shows you the number of tickets sold per ticket type across all games / events during the past 7 days. This chart is helpful to identify which ticket types are most popular.
 

Revenue by Type

This chart shows you your revenue by method of payment in the last 7 days.  

Entrance Details / Event Name

This chart shows you the number of tickets sold split out by game / event. The sales period used is all time or in other words total cumulative sales to date. This chart is helpful to see which events are performing well and which ones may need some extra promotion or sales activity.  


 

The event day "Live Scanning Dashboard"


Configuring events to show in the event day "Live Scanning Dashboard"
Your event will automatically become active and visible in the Live Scanning Dashboard once it arrives into the 'Scan Start' timeframe you have given it in your event settings:


Accordingly, once the Scan Start time becomes active, your event will become visible in the Live Scanning Dashboard:


Live Scan Data

Navigate to Ticketing > Access Control > Live Scanning Dashboard. The top chart displays a snapshot of you scanning activity from the last one minute:


The charts below display overall scanning activity for today and accepted and rejected scans per minute:

The table below will display all events that currently have open scan windows:

Finally, the table below will display all rejected scans, the turnstile/scanner they got rejected by, and the timestamp of the rejected scan:


Scanning Reports

Navigate to Analytics > Detail Report 
This report allows you to generate a detailed report of those who scanned their tickets, those who didn't scan their tickets and also see the cause of any failed scans. Before you generate the report please select the following options: 
Enter the Transaction Date or Event Time Date filter you require the report for. Filters > Select All > click confirm > Now click Update
When the results load click on the column visibility button > select "scans", "Entrance", "barcode" and "area" (you may need to uncheck some of the preselected columns to make room for these columns depending on your screen size! The output you see will be similar to that show in the image below

Exporting Barcodes

Navigate to Analytics > Detail Report 
This report allows you to generate a list of QR codes to export and print via an external printer or alternative barcode system
Once your list is on screen click the csv or excel button above the report to save the file.
This file can then be saved and sent to the appropriate third party. When printing the external barcodes the barcode number must be appended by the following url to convert it into a scannable QR code: You should replace where it says QR CODE with the number of your QR code in the report


Audiences

With Flowte's audience builder you can create groups of contacts based on the criteria you choose (including their scanning results). You have the ability to forward emails automatically to group you choose. This gives you an easy way to contact your customers because you don't need to remember everyone's individual email address. 

Navigate to Fan Engagement> Audiences > Add Audience


Filters: 

You can filter your contacts using the wide range of filters we have available making your list as precise as possible.  

Transaction date. Filter using a specific transaction time.  
Event Time. Choose contacts from a chosen event time. 
Contact tags. Create an audience list using contact tags. 
Event Tags. Create an audience list using contact tags. 
Exclude Lists. If you had created previous lists you can choose to exclude this lists. 
Products. Create audience lists using contacts that have bought a product. 
Tickets. Create audience lists using contacts that have bought a product. 
Ticket Tags. Create an audience list using tickets. 
Marketing. Select whether to include contacts that have opted in or out of marketing 
No. of Orders. If contacts have a made a certain amount of orders you can choose to add them int your list. 
Scanned. Choose if the contact should have scanned or not scanned their ticket
Date: Specify if the user should have a particular date field such eg their birthday to be included in the list

Show active inactive buttons: 
By using the "Show Inactive/Active button" You are able to create lists on active and inactive events and products.  


After you have set your criteria. Click generate audience. Flowte will tell you how many contacts were found using your criteria.  
 

Save your audience list by inputing the list name and clicking "Save Audience" . 

Create a Mailing and Postal Address  List

You also have the option to download the list as a CSV file. If you import the file as a csv, the file will also contain the address information 
for all of the contacts in your audience list


Season Tickets and the Live Scanning Dashboard
Your season package will automatically be included in any live scanning data displayed in the Live Scanning Dashboard, as long as the event currently happening is included into the season pack. All season ticket holders that have the individual events currently active in the live scanning window included in their packages will also be recorded in the dashboard.