Use the Agent Queue KPI Cards
This article explains Open, Closed, Waiting on Agent, and Waiting on User counts and how clicking a card opens the matching department-scoped queue.
Where this fits in QC Support Ticket
The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.
Primary location: QC Support Ticket frontend Agent Queue.
Before you begin
- Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.
How to do it
- Open Agent Queue.
- Read the KPI cards for Open, Closed, Waiting on Agent and Waiting on User. Counts are scoped to the current Agent's accessible Departments.
- Click a KPI card to open/filter the corresponding queue subset.
- Compare one card count with the visible filtered list and pagination; if it appears wrong, check Department scope and active Status behaviors before assuming data loss.
What each KPI is counting
| Card | Operational meaning |
|---|---|
| Open | Tickets currently in open/active workflow states for Departments the Agent can access. |
| Closed | Closed/completed work visible in the Agent’s permitted scope. |
| Waiting on Agent | Tickets whose workflow indicates staff action is expected. |
| Waiting on User | Tickets whose workflow indicates the customer/requester is expected to respond. |
Use cards as filters, not global statistics
The cards are part of the Agent Queue and are scoped to that Agent’s authorized Departments and the queue’s current logic. They are not administrator-wide company totals. Clicking a card should take the Agent into the matching subset so the count can be reconciled against actual rows.
Verify the result
- The test Agent can open the Agent Queue and see allowed-Department tickets.
- The same Agent is denied or does not receive tickets outside the configured Department scope.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.