How do I use the work queue?

Operations → Work queue is the operational heart of the back office: every order that needs something from you, newest first, with the longest-waiting work flagged so nothing quietly ages.

Partner offers you can claim

Work a partner has offered you sits on this queue too, held back so it reads as available rather than assigned: the row is faded behind a dashed amber edge, its status says To claim, and it names who offered it — plus, when the offer went to several partners at once, how many others hold it.

Press Claim on the row to take it. The order becomes ordinary work of yours and the row turns solid. Until you claim, nothing is committed: the order still belongs to the partner who offered it.

An offer is first-come. If another partner claims it before you, the row disappears from your queue on its own — you do not need to reload, and a row that has gone was won by somebody else, not lost by you. Offers also expire if nobody takes them. See delegating-work for the other side of the same arrangement.

How the queue is organised

The table sorts orders newest-first and separates them into waiting-time bands: Today, Yesterday, Waiting 2+ days, and Waiting a week or more. The bands follow your local calendar day, not a rolling 24-hour window — an order placed yesterday evening files under Yesterday this morning, even though it is only hours old. Today opens the board and the week-old work sits at the bottom; the further down you scroll, the longer a dealer has been waiting.

Status is a filter, not a grouping. The status control multi-selects any combination of Quote requests, In Queue, Processing, Delivered, Revision requested, Completed, Escalated, Failed, Cancelled and Refunded — pick Processing together with Revision requested to see only the work in your hands. With nothing selected, the board shows every status.

Table or pipeline

The queue has two views, switched with the Table / Pipeline toggle above the board (the portal remembers your choice):

• Table — the banded list described above. This is the triage view.
• Pipeline — one column per status, so you see the whole book laid out across the lifecycle at a glance.

The pipeline is a desktop view; on a phone the queue always renders as the table.

Narrowing the board

• Time range — the 7d / 30d / 90d / All toggle scopes the board by when orders were placed. It defaults to All, deliberately: the board leads with recent work but keeps older waiting orders further down the list. A rolling window would hide those older rows.
• Dealers & partners — one filter over both the dealer who placed an order and the partner tuner on the other side of it, so "show me everything with X" works no matter which role X plays. The status counts follow the selection.

The order page

Everything about one job lives on its page: the original upload, the vehicle identification, the requested stage and options, the DTC codes to remove, the dealer's notes — and the chat thread with the dealer, which is the right place for any vehicle-specific question.

Move the order to Processing when you start; deliver from the same page when the file is ready (delivering-a-file).

Archiving an order

Next to the Incoming/Outgoing switch sits an Archived toggle: it flips the board between the live queue and what your workspace has archived. Each row carries an archive action; on the Archived board the same action restores the order, and a toast offers an immediate undo either way.

Archiving is a view preference for your workspace, not an order status. The order itself does not change, the dealer notices nothing, and the row leaves the live board only for your workspace. The two boards never mix — an archived order shows on the Archived board (with when it was archived) until you restore it.

Priorities and expectations

Your opening hours are shown to dealers while they order, so the expectation you are measured against is the one you configured. Escalated orders (Escalated) mean the platform team is involved — treat them as top of the queue.