Queue Flow & Productivity

The admin portal is designed around one idea: reduce the number of decisions between tasks. Every feature in the queue flow exists to keep staff moving forward without stopping to think “what should I do next?”

The Flow

Continue Working -> Read -> Reply -> Send & Complete -> Auto-Advance -> Repeat

1. Continue Working — a single blue button on the list page that navigates to the highest-priority conversation needing a reply
2. Read & Reply — the detail page shows everything needed to respond: message thread, case info, tasks
3. Send & Complete — one action sends the reply and marks the conversation done
4. Auto-Advance — after 500ms, the view automatically navigates to the next conversation in the queue
5. All Caught Up — when the queue is empty, a celebratory empty state appears before returning to the list

Progress Tracking

Progress is tracked in two places:

List page header — shows “X of Y” conversations handled today with a circular progress ring that fills proportionally.

Detail page navigation strip — shows queue position (“1/4”) to the left of a small progress ring, plus a prominent blue “Next” button. This keeps the user oriented within the queue and makes advancing frictionless.

Mark Complete Gate

Not all conversations can be completed with a reply. Some require action items:

• AI-generated tasks appear in the action panel (e.g., “Verify bed rest period against contract terms”)
• Each task has a checkbox
• The “Mark Complete” button remains disabled until all tasks are checked

This prevents premature closure — a conversation about a missing payment can’t be marked complete until someone actually checks the payment status.

Response Time Indicators

In the team health dashboard, response times are color-coded:

Color	Threshold	Meaning
Green	Under 2 hours	Within SLA
Yellow	2-8 hours	Getting stale
Red	Over 8 hours	Overdue

These colors appear on the team member cards in the Team tab, letting team leads spot bottlenecks at a glance.

Self-Assignment

Before responding to any conversation, a team member must claim ownership by clicking “Assign to Me.” This isn’t optional — the reply composer is physically hidden until assignment happens. The gate ensures:

• No anonymous responses
• Clear accountability per conversation
• Audit trail of who handled what

Claim from Team Queue

Unassigned conversations in the Team tab show a “Claim” button instead of an assigned person. Any team member can click to self-assign, pulling the conversation into their My Inbox.

Unified Assignment Indicators

Across the entire portal — triage queue, triaged history, and communications inbox — assigned conversations display a consistent indicator: a team icon followed by “Team > Person” in neutral text. This makes it easy to scan who owns a conversation regardless of which view you’re in.