UpBoard Queue, Employee Tracking System

The UpBoard Queue Module helps businesses track employee availability and customer interactions in real time. Employees can be added to a queue, moved into an active customer session, and marked as completed once the interaction ends, with the system automatically recording the duration of each stage.

This feature enables businesses to efficiently manage queue transitions, monitor employee status, and maintain a complete record of customer interactions, ensuring improved visibility, accountability, and operational efficiency.

How to use Upboard in AltheaSuite

STEP 1: Enable the Upboard Filter for the Employee 

• Navigate to Employee Module 
• Select the Employee click on three dots
• Click on modify 
• Tick the check box on Include in Upboard 

NOTE: This way you can have only a selected employees for the Upboard feature

STEP 2: Go to Upboard for making the employee join the Queue

• Employee logs into the system using assigned credentials 
• Employee has to navigate to UpBoard Module from dashboard 
• Click on Get In Queue button  

NOTE: Once an employee is added to the queue, their status is automatically updated to Waiting List, and they become visible in the UpBoard live queue in real time. The system records the queue entry time automatically, making the employee available for customer assignment, while enabling Admin/Main users to monitor queue activity instantly. 

STEP 3: Start Session & Assign the customer 

• Employee or Admin clicks Start Session 
• Enter customer details, Mandatory

• Click on Start Session 

• Employee status changes from Waiting to Busy
• The session timer will start now 

STEP 4: End Session 

• Click End Session when work is completed 
• Enter/confirm customer interaction details
  

NOTE: Once the employee is done attending the customer, the session should be ended

 After the session is ended : 

• Employee status changes to Completed and be in Not in Queue 
• Session is saved in history with time tracking 

STEP 5: UpBoard Queue View & Filters :

• Use UpBoard Queue dashboard to monitor all employees 
• Filters available:
  Status Filter: Waiting / With Customer / Completed / Not Available 
• Employee Filter: View individual employee activity 
• Interaction Result Filter: View outcome of sessions 1. Status Filter (Core Tracking View) Helps to quickly identify employee activity stage: 
• Waiting → Employees who have joined the queue but are not yet assigned a customer 
• With Customer (Busy) → Employees currently handling an active customer session 
• Completed → Employees who have finished their session and successfully ended interaction 
• Not Available → Employees not currently part of the active 

STEP 6: Add / Manage Interaction Result

• While starting or ending session, add customer interaction details 
• If interaction result exists → select from dropdown 
• Else → click Add Interaction Result → create new → save 

• Add the details 
• Select color 
• Click on create 

NOTE : Selected Employees will only show up in the Upboard and its Queue.
Make sure to End and Start session to get the accurate time spent for an employee with a customers