Working the Operator Board

Every entry moves through a small set of statuses. Reading the badge tells you exactly where someone is:

• Waiting — joined the queue, hasn't been called yet. Default for new entries.
• Paged — your team pressed Page. The person got an SMS saying it's their turn. They have until the page timeout to physically arrive.
• Seated — physically at the resource (table, bay, chair). Service hasn't started yet.
• Serving — actively being served. Useful when you want to track service duration distinctly from seat-and-wait.
• Served / Completed — finished. They go off the live list.
• No-show — page timeout expired without arrival. Person was auto-removed.
• Cancelled — staff or the customer cancelled before being called.

Not every operation uses every status. A bank teller might use just Waiting → Serving → Completed. A restaurant uses Waiting → Paged → Seated → Completed. Use the ones that match how you actually work.

Tap a row to see the action buttons. Which ones appear depends on the entry's current status:

• Page — sends the it's-your-turn SMS. Available when status is Waiting.
• Seat — marks them as seated and (if resources are enabled) prompts you to pick which one. Available when status is Paged.
• Serve — marks active service. Optional; skip straight to Complete if you don't track this distinction.
• Complete — done. Removes them from the live board and frees their resource.
• No-Show — manual no-show, in case the page timeout hasn't expired yet but you know they're not coming.
• Cancel — removes them without flagging it as a no-show.
• Requeue — for paged or no-shown entries: re-add them to the queue at a new position.
• Edit — change name, party size, notes, or notification preference.

The goal is one tap per state change. If your team is hunting for a button, the queue is probably configured with statuses they don't use — turn the unused ones off in queue settings.

A few patterns that make a real difference at peak:

• Long-press a row to skip the detail panel and act immediately. Long-press → Page is one motion.
• Use the search box at the top of the Queue tab when the list grows past 20. Type a name fragment.
• Filter by status with the chips above the list. "Show only Paged" tells you exactly who's en route.
• Pin the PWA to your tablet's home screen for full-screen mode without browser chrome — looks and feels like a native app.
• Stay logged in. Sessions persist for days; don't sign out at end of shift unless your device is shared by an outside person.