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

# Queue Dashboard

> Process human tasks from workflows including assignments, approvals, and reviews

## 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.

***

## Accessing the Queue Dashboard

Navigate to **Queues** from the main navigation. All team members (admins and CSMs) can access the Queue Dashboard.

<Info>
  The number badge on the Queues navigation item shows your total pending items.
</Info>

***

## 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:

<Steps>
  <Step title="Find Task">
    Browse or filter to find a task.
  </Step>

  <Step title="Click Claim">
    Click the **"Claim"** button on the task.
  </Step>

  <Step title="Task Updates">
    Task shows your name as the assignee. Others can see you're working on it.
  </Step>
</Steps>

<Info>
  Claiming is optional but recommended for teams. It prevents duplicate work when multiple people are processing the queue.
</Info>

### Completing CSM Assignments

When a workflow needs a CSM assigned:

<Steps>
  <Step title="Review Account">
    Check the account details, ARR, segment, and any special notes.
  </Step>

  <Step title="Select CSM">
    Choose from the list of available CSMs. Consider:

    * Current workload
    * Expertise and segment fit
    * Geographic alignment
    * Customer relationships
  </Step>

  <Step title="Submit">
    Click **"Assign"** to complete the task.
  </Step>
</Steps>

### Completing Triage Decisions

When a workflow needs a routing decision:

<Steps>
  <Step title="Review Context">
    Examine the account data, CRM notes, and any AI analysis.
  </Step>

  <Step title="Make Decision">
    Click one of the decision buttons (e.g., "Approve", "Reject", "Escalate").
  </Step>

  <Step title="Add Notes (Optional)">
    Include notes explaining your decision for the audit trail.
  </Step>
</Steps>

***

## 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

<Steps>
  <Step title="Review Details">
    Read the request carefully. Check account context.
  </Step>

  <Step title="Make Decision">
    Click **"Approve"** or **"Reject"**.
  </Step>

  <Step title="Add Comment (Required for Reject)">
    If rejecting, explain why. This helps the team understand and potentially retry.
  </Step>
</Steps>

### 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

<Info>
  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.
</Info>

***

## Working with Forms

### Handoff Forms

When AEs need to provide handoff information:

<Steps>
  <Step title="Open Form">
    Click the form in your Forms tab.
  </Step>

  <Step title="Review Pre-filled Data">
    AI may have suggested answers based on CRM data. Review for accuracy.
  </Step>

  <Step title="Complete Fields">
    Fill in or edit each field:

    * Primary use case
    * Customer goals
    * Known risks
    * Key contacts
  </Step>

  <Step title="Assign CSM">
    Select the CSM to handle this account.
  </Step>

  <Step title="Submit">
    Click **"Submit"** to complete the handoff.
  </Step>
</Steps>

### 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

<Tip>
  AI suggestions are starting points, not final answers. Always review and customize based on your knowledge of the deal and customer.
</Tip>

***

## 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:

<Steps>
  <Step title="Open Queue Settings">
    Click the gear icon on a queue.
  </Step>

  <Step title="Manage Members">
    Add or remove team members who can access this queue.
  </Step>

  <Step title="Save">
    Changes take effect immediately.
  </Step>
</Steps>

***

## 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

<CardGroup cols={2}>
  <Card title="Process Daily" icon="calendar">
    Check your queue at least once per day
  </Card>

  <Card title="Claim Before Working" icon="hand">
    Claim tasks to prevent duplicate work
  </Card>

  <Card title="Oldest First" icon="clock">
    Process items in order to maintain SLAs
  </Card>

  <Card title="Add Context" icon="comment">
    Include notes on decisions for future reference
  </Card>
</CardGroup>

### 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

<AccordionGroup>
  <Accordion title="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?
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="Form won't submit">
    **Check:**

    * Are all required fields filled?
    * Is the CSM selection valid?
    * Check for validation errors on fields
  </Accordion>
</AccordionGroup>

***

## What's Next?

<CardGroup cols={2}>
  <Card title="Workflows Overview" icon="diagram-project" href="/csm-guide/workflows/overview">
    Understand how workflows generate queue items
  </Card>

  <Card title="Running Workflows" icon="play" href="/csm-guide/workflows/running-workflows">
    Monitor workflow execution
  </Card>

  <Card title="Account Management" icon="users" href="/csm-guide/accounts/creating-accounts">
    Learn about accounts created by workflows
  </Card>
</CardGroup>