What Is the Queue Dashboard?
The Queue Dashboard is your central location for all human tasks generated by workflows. When workflows reach nodes that require human input, work items appear here for you and your team to process. [SCREENSHOT: Queue dashboard showing all tabs with pending items] Caption: The Queue Dashboard shows all pending tasks, approvals, and formsAccessing the Queue Dashboard
Navigate to Queues from the main navigation. All team members (admins and CSMs) can access the Queue Dashboard.The number badge on the Queues navigation item shows your total pending items.
Dashboard Tabs
The Queue Dashboard organizes work into three tabs:Tasks Tab
General workflow tasks that need human completion:- CSM Assignments - Select and assign a CSM to an account
- Triage decisions - Review accounts and make routing decisions
- Custom queue items - Other workflow-generated tasks
Approvals Tab
Approval requests from workflows:- Manager approvals for high-value accounts
- Admin sign-off for specific routing decisions
- Custom approval gates
Forms Tab
Forms that need completion:- Handoff forms from AEs
- Information collection forms
- Custom workflow forms
Working with Tasks
Viewing Task Details
Click any task to see full details:- Account information - Company name, ARR, domain, etc.
- CRM context - Data from the triggering CRM event
- Workflow info - Which workflow generated this task
- Instructions - What you need to do
Claiming Tasks
Some queues support claiming - reserving a task so others know you’re working on it:Claiming is optional but recommended for teams. It prevents duplicate work when multiple people are processing the queue.
Completing CSM Assignments
When a workflow needs a CSM assigned:Select CSM
Choose from the list of available CSMs. Consider:
- Current workload
- Expertise and segment fit
- Geographic alignment
- Customer relationships
Completing Triage Decisions
When a workflow needs a routing decision:
[SCREENSHOT: Triage decision form with context and buttons]
Caption: Make informed routing decisions with full context
Working with Approvals
Reviewing Approval Requests
Approvals show:- Request title - What’s being approved
- Description - Context and details
- Account info - The affected account
- Requestor - Who (or what workflow) requested approval
Approving or Rejecting
[SCREENSHOT: Approval dialog with approve/reject buttons and comment field]
Caption: Approve or reject with required comments for rejections
Approval Routing
Approvals are routed based on workflow configuration:- Specific user - Only that person sees the approval
- Role-based - All admins (or all users) see it
- First responder - Anyone can approve
You only see approvals you’re authorized to handle. If you don’t see an expected approval, check if it’s assigned to someone else or a different role.
Working with Forms
Handoff Forms
When AEs need to provide handoff information:Complete Fields
Fill in or edit each field:
- Primary use case
- Customer goals
- Known risks
- Key contacts
AI Suggestions
Forms often include AI-generated suggestions:- 💡 Suggestion indicator shows AI-generated content
- Click to accept suggestion as-is
- Edit freely to customize or correct
- Regenerate button creates new suggestion with additional context
Filtering and Sorting
Quick Filters
- My Items - Tasks assigned to or claimed by you
- Unclaimed - Available for anyone to pick up
- All Items - Everything visible to you
Sort Options
- Oldest first - Process in order received (default)
- Newest first - See recent items
- Priority - High priority items first (if configured)
Search
Use the search bar to find specific accounts or tasks by name.Queue Management (Admin)
Admins can configure queue behavior:Creating Queues
Queues are created automatically by workflows, but admins can:- Rename queues for clarity
- Set queue visibility and access
- Configure claim behavior
Queue Members
Control who can work on each queue:
[SCREENSHOT: Queue settings panel with member management]
Caption: Control queue access by adding or removing members
Notifications
Stay informed about queue activity:In-App Notifications
- Badge count on Queues navigation
- Updates when items are added
- Alerts when items are claimed by others
Email Notifications (Optional)
Configure in Settings → Notifications:- New items added to your queues
- Items approaching SLA deadlines
- Daily digest of pending work
Best Practices
Process Daily
Check your queue at least once per day
Claim Before Working
Claim tasks to prevent duplicate work
Oldest First
Process items in order to maintain SLAs
Add Context
Include notes on decisions for future reference
Queue Health Indicators
| Indicator | Healthy | Needs Attention |
|---|---|---|
| Queue depth | < 10 items | > 20 items |
| Oldest item | < 24 hours | > 48 hours |
| Claim rate | Items claimed quickly | Items sitting unclaimed |
Team Coordination
- Discuss during standups - Review queue status as a team
- Cover for each other - Process queues when teammates are out
- Escalate blockers - If you can’t make a decision, ask for help
Troubleshooting
I don't see expected items
I don't see expected items
Check:
- Are you a member of the queue?
- Is the item assigned to someone else?
- Did someone else already complete it?
- Is the workflow paused or failed?
I completed a task but workflow didn't continue
I completed a task but workflow didn't continue
Check:
- Did you click Submit/Complete?
- Check workflow run status for errors
- The workflow might have another human task next
Approval shows but I can't approve
Approval shows but I can't approve
Check:
- Is the approval assigned to your role?
- Is it assigned to a specific user?
- Ask your admin about approval routing
Form won't submit
Form won't submit
Check:
- Are all required fields filled?
- Is the CSM selection valid?
- Check for validation errors on fields