1. System Overview
Three interconnected components working in real time
The Queue Management System is a cloud-based platform for businesses managing customer flow at physical locations. The platform has three portals — all working together in real time.
Customer Queue Page
Public page — customers scan QR code, fill details, receive queue number. WhatsApp confirmation if enabled.
Admin Portal
Full management dashboard — settings, reports, queue control, KPI analytics, user management, audit logs.
Queue Display Screen
TV display showing currently-serving number with sound alert. Customers watch this to know when called.
2. User Roles & Permissions
2 permission levels — ADMIN and EMPLOYEE
Two role levels are available — ADMIN for managers and EMPLOYEE for counter staff.
| Feature | ADMIN | EMPLOYEE |
|---|---|---|
| Dashboard | ✓ Own company | ✓ Own company |
| Queue Control | ✓ | ✓ |
| Queue Type ON/OFF Toggle | ✓ | ✓ |
| Queue Types Settings | ✓ | ✗ |
| Company Settings | ✓ | ✗ |
| Queue Request History | ✓ | ✓ |
| WABA History & Charges | ✓ | ✗ |
| Queue KPI Dashboard | ✓ | ✓ |
| Admin User Management | ✓ | ✗ |
| Audit Log | ✓ | ✗ |
3. Logging In — Two-Factor Authentication
2-step secure login with email OTP
Open Admin Portal URL
Navigate to q.queuesystem.my/webportal in your browser. Desktop recommended.
Enter Username & Password
Type your assigned username and password in the login form.
Solve Math CAPTCHA
Solve the simple math question shown (e.g., "What is 4 + 7?") and type the answer. This prevents automated bot logins.
Check Email for OTP
A 6-digit One-Time Password is sent to all email addresses registered on your account. Check your inbox.
Enter OTP Within 20 Minutes
Type the OTP code in the verification page and click Verify. You are now logged in.
4. Dashboard
Real-time queue overview — first screen after login
| Card / Widget | What It Shows |
|---|---|
| WABA Credit Balance | Current WhatsApp credit balance, today's usage and message count. Goes red when low. |
| Queue Served Today | Customers fully served today with serve rate %. Green = healthy, red = low serve rate. |
| Total Queue Requests Today | Total tickets issued today vs yesterday with % change indicator. |
| Live Queue Status | Real-time count of customers currently Waiting and being Served — auto-updates. |
| 7-Day Queue Trend Chart | Area chart showing daily queue volume for the past week. |
| Service Type Donut Chart | Today's split of requests per service type. |
| Queue Type Quick Control | Toggle switches to pause/open any queue type instantly without leaving the dashboard. |
5. Queue Control
The most important page — counter staff use this every day
How to Call a Customer — Step by Step
Select Your Counter Number
Choose your counter (e.g., "Counter 3") from the dropdown in the centre panel. You must select a counter before calling.
Filter by Service Type (Optional)
Click a service filter tab (e.g., "Walk In", "Online", "All") in the left column to narrow the queue list.
Click a Queue Item to Select
Click on a customer's entry in the Waiting Queue list on the left. It highlights when selected. You can select up to 10 at once.
Press the Action Button
Press NEXT to call, SKIP if absent, CUT for priority, or RECALL to re-call a served customer.
Action Buttons Reference
NEXT — Call Queue
Marks as served. Sends WhatsApp notification (WhatsApp QMS). Updates TV display screen.
SKIP This Queue
Marks as skipped without calling. Use when customer has left or is unresponsive.
CUT Queue (Priority)
Serves out of order for VIP or urgent cases. Requires confirmation popup.
RECALL Customer
Re-calls a customer from the "Served Today" list. New WhatsApp notification sent.
Queue Type ON/OFF Toggle
The right column of Queue Control shows all queue types with ON/OFF toggles. Use this to instantly pause a service (e.g., stop accepting Walk In during lunch break) without affecting other services. Green = OPEN, Red = PAUSED.
6. Settings
Queue type configuration and company settings
Queue Types Settings
Create and manage your service queue types — each represents a service category (Walk In, Online, Appointment, etc.).
| Field | Description |
|---|---|
| Description | Internal name for this queue type (e.g., "Walk In Registration") |
| Button Text | Short label shown to customers on the queue request page (e.g., "Walk In") |
| Prefix | Number prefix on tickets (e.g., "W" → W001, W002, or "1" → 100, 101) |
| Daily Limit | Max tickets per day. 0 = no limit. When reached, customers see the limit message. |
| Daily Limit Message | Custom message shown to customers when today's limit is reached |
| Queue ON/OFF | Instantly pause or open — same toggle as Dashboard and Queue Control |
| Hide from Public | If enabled, this queue type is not shown on the customer request page |
Company Settings
| Section | What You Can Configure |
|---|---|
| Basic Info | Company name, branch name, address, contact number, email, website URL |
| Queue Settings | Operating hours, max pax per ticket, WABA notification on/off |
| Customer Form Fields | Whether to collect IC/Passport, show Remark field, daily max requests, daily reset |
| Queue Closed Message | Custom message shown when all queues are paused or daily limit reached |
| WABA Settings | WhatsApp notification toggle, WABA balance top-up info (WhatsApp QMS only) |
| Appearance | Hide contact info, custom notes/announcements, Terms & Conditions URL |
7. Reports & KPI Analytics
7-section performance dashboard + full queue history
7 KPI Sections
| Section | Key Metrics & Insights |
|---|---|
| 1. Headline KPIs | 8 stat tiles: Total Requests, Served, Avg Wait Time (green ≤10min · amber ≤20min · red >20min), No-show Rate, Avg Pax, Peak Hour, Busiest Day, WABA Cost per Customer |
| 2. Daily Trend Chart | Bar chart of requests vs served per day, with average wait time as a line overlay |
| 3. Peak Hour Analysis | Hourly traffic bar chart — know exactly when to schedule extra staff |
| 4. Day of Week Pattern | Which days are busiest — justify weekend/Monday staffing decisions |
| 5. Service Type Breakdown | Per-queue-type: requests, served, serve rate %, avg wait, total pax |
| 6. Counter Performance | 🥇🥈🥉 ranked table — avg wait, fastest, slowest, throughput bar per counter |
| 7. WABA Efficiency | Messages sent, delivery rate %, total cost, cost per served customer (WhatsApp QMS only) |
Queue Request History
Full log of every queue ticket issued. Filter by date range, customer name, phone, status (Served/Pending), or service type. Click Detail on any row for complete record including IP address. Export all matching records as CSV with one click.
8. Admin Users
Manage staff accounts, roles, and access
Add New Staff Account
Go to System → Admin Users → Add User. Set username, email, role (ADMIN or EMPLOYEE), and password. Assign ADMIN for managers, EMPLOYEE for counter staff.
Edit Username or Email
Click Edit on any user to change their username or email addresses. Multiple emails supported — OTP is sent to all. Use Reset Password to change their password.
Suspend a Staff Account
Use Suspend/Reactivate to disable login without deleting. Accounts cannot be deleted — only suspended. Audit history is always preserved.
9. Customer Queue Request Page
The public QR page customers access to join the queue
Customers access this page by scanning your QR code. No login, no app download required.
| Element | What Customer Sees |
|---|---|
| Service Type Buttons | One button per active queue type. Blue = open, Grey = paused, Amber = daily limit reached |
| Customer Form | Full Name (required), Number of Pax, WhatsApp Phone Number, IC/Passport (if enabled), Remark (if enabled) |
| Security CAPTCHA | Image CAPTCHA to prevent spam/bots. Click image to regenerate code. |
| After Submission | Large queue number badge shown. WhatsApp confirmation sent automatically (WhatsApp QMS only). |
10. Queue Display Screen
TV screen showing currently-serving number to waiting customers
Get the Display URL
In the admin portal sidebar, go to Dashboards → Queue Display. The URL contains your unique company UUID.
Open on TV or Monitor
Open the URL on any Smart TV browser, or connect a laptop/tablet to a TV via HDMI. No login required for the display page.
Bookmark for Daily Use
Bookmark the URL on the TV browser or set it as the home page so it opens automatically each morning.
| Feature | Details |
|---|---|
| Layout | 3-column layout — one column per queue type, large serving number in each |
| Sound Alert | Ding sound plays every time a new number is called by counter staff |
| Auto-Update | Live polling — updates the instant staff press NEXT, no manual refresh needed |
| Last 20 Served | Right column shows the last 20 queue numbers served across all types |
| YouTube Embed | Optional — display a promotional video in the background panel |
| No Login Needed | The display URL is public — no admin credentials required |
11. Security Features
Enterprise-grade protection at every layer
12. Troubleshooting
Quick solutions for common issues
| Problem | Solution |
|---|---|
| Queue list not loading in Queue Control | Check internet connection. Press Refresh button. If persists, reload the page and check if still logged in. |
| "Network error" on NEXT/SKIP action | Reload the Queue Control page. Check login status. The action may still have processed — check Served Today list. |
| Customer says WhatsApp notification not received | Check WABA History report for that customer's phone number. Check WABA credit balance on Dashboard — goes red if low. |
| Queue type showing as "Paused" to customers | Go to Dashboard → Queue Type Quick Control, or Queue Types settings page, and toggle it to ON/Open. |
| Cannot log in — wrong password | Use Forgot Password link, or ask your system administrator to reset your password via Admin Users page. |
| OTP not received in email | Check spam/junk folder. Ask your administrator to verify your registered email addresses in Admin Users. |
| Session keeps expiring too quickly | Sessions expire after 2 hours of inactivity. Keep the Queue Control tab active to prevent expiry. |
| WABA balance low / messages not sending | Check balance on Dashboard (shown in red if below threshold). Top up via your WABA provider. |
| TV display screen not updating | Check that the display device is connected to the internet. Refresh the display page. Check if Queue Control actions are completing successfully. |
| Daily limit message showing to all customers | The queue type has reached today's daily limit setting. Raise the limit in Queue Types settings or wait for the daily reset. |
13. Quick Reference — Daily Counter Workflow
Print this and keep it at your counter station
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