> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bridgepointhq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue Overview: Managing the Live Client Queue

> Learn how BridgePoint CRM's live queue works, what each section shows, and how case managers use it to serve clients throughout their shift.

The live queue is BridgePoint CRM's real-time view of every client currently in your office — both those being actively served and those still waiting. It gives your entire team a shared, up-to-the-minute picture of the floor so case managers can coordinate, prioritize, and serve clients without confusion.

## How the queue updates

The queue refreshes automatically every 30 seconds and also responds instantly to real-time changes — so when a front-desk staff member checks in a client, that entry appears on the queue board for all logged-in staff without anyone needing to reload the page. A timestamp below the "Live Queue" heading shows when the data was last fetched.

You can also trigger a manual refresh at any time using the **Refresh** button in the top-right corner of the queue page.

## Navigating to the queue

Select **Queue** in the left sidebar. The queue board loads for your office automatically.

## The two queue sections

The board is divided into two sections that reflect where each client is in their visit.

### Currently Servicing

This section lists every client whose status is **In Progress** — meaning a case manager has called them from the waiting list and is actively working with them. Each row shows:

* **Client name** and a link to their client profile
* **Client ID** (BP-ID) or a **WALK-IN** tag for clients without an existing record
* **Language** (for walk-in entries)
* **Reason** badge indicating why the client is visiting
* **Assigned To** — the case manager serving this client
* **Time** — how long the client has been in service

From this section you can mark the visit **Complete** or **Return** the client to the waiting list if the case manager needs to pause and pick up another client first.

### Waiting

This section lists every client who has checked in but has not yet been called. Entries are sorted by check-in time — earliest first. Each row shows:

* **Position number** — the client's place in line; the next-up client is highlighted
* **Client ID** or **WALK-IN** tag
* **Client name**
* **Language**
* **Reason** badge
* **Appt** — the scheduled appointment time, if the client had a pre-booked appointment
* **Assign** — a dropdown to assign the entry to a specific case manager before calling them
* **Wait** — how long the client has been waiting, color-coded by urgency

## Wait time color coding

The wait time displayed in the Waiting section changes color as time passes so staff can quickly spot clients who need attention.

<CardGroup cols={3}>
  <Card title="Green" icon="circle-check">
    Waiting less than 15 minutes. No action required.
  </Card>

  <Card title="Amber" icon="triangle-exclamation">
    Waiting 15–30 minutes. Consider prioritizing this client.
  </Card>

  <Card title="Red" icon="circle-xmark">
    Waiting more than 30 minutes. This client should be called next.
  </Card>
</CardGroup>

## Actions on waiting entries

<CardGroup cols={2}>
  <Card title="Call Next" icon="phone">
    Move the client from Waiting to In Progress and open their client profile (or the intake form for new walk-in applicants).
  </Card>

  <Card title="Assign" icon="user">
    Pre-assign the queue entry to a specific case manager before calling. The assigned name appears on the entry for the whole team to see.
  </Card>
</CardGroup>

## Actions on in-progress entries

<CardGroup cols={2}>
  <Card title="Complete" icon="check">
    Mark the visit as finished. The entry is removed from the board and logged as complete.
  </Card>

  <Card title="Return" icon="arrow-rotate-left">
    Send the client back to the Waiting section, clearing the assignment. Use this if a case manager needs to step away mid-visit.
  </Card>
</CardGroup>

## Walk-in entries

Clients without an existing record are checked in as walk-ins and appear with a **WALK-IN** tag in place of a BP-ID. When you click **Call Next** on a walk-in entry, you can choose to:

* **Start intake** — open the new-client intake form pre-filled with the walk-in's name and phone number.
* **Find client record** — go back to check-in search to link the entry to an existing client.

<Note>
  Walk-in entries marked **NEW** have no linked client record yet. Completing their intake during the visit will create a full client profile and link it to the queue entry automatically.
</Note>

## Admin controls

Two additional buttons appear in the top action bar for administrators and managers.

<Accordion title="Clear Stale">
  Marks all open queue entries from **previous days** as Complete. Use this at the start of the day if overnight entries were not closed out properly. You will be prompted to confirm before any changes are made.
</Accordion>

<Accordion title="Clear Today">
  Marks all of **today's** open queue entries (both Waiting and In Progress) as Complete. Use this at end-of-day to close out the queue. You will be prompted to confirm before any changes are made.
</Accordion>

<Warning>
  **Clear Today** is irreversible — all open entries for the day will be marked complete immediately. Only use it when the office is closing and all visits are genuinely finished.
</Warning>

## Next steps

<CardGroup cols={2}>
  <Card title="Check In a Client" icon="arrow-right-to-bracket" href="/queue/check-in">
    Learn how to check in returning clients and handle first-time walk-ins at the front desk.
  </Card>

  <Card title="Appointments" icon="calendar" href="/queue/appointments">
    Schedule future appointments, view today's schedule, and see how booked clients appear in the queue.
  </Card>
</CardGroup>