Hold, missed & putting people back

Real queues are messy — someone steps out, someone doesn't hear their number, someone comes back an hour later. These are the tiles that keep the line honest without ever losing a visitor.

Two ways to park someone who isn't ready, both from a called or serving guest's tiles:

A virtual station is a named place a visitor waits that isn't a counter — “Waiting for blood results”, “Waiting for your approval”. It is a Hold with a name your visitor can read. Each business names its own, and each line has its own list.

On the Queue, everyone parked this way is listed under Virtual stations, grouped by name, with how long each has been waiting (“Waiting” and the time). A group with nobody in it says “Nobody is waiting here.” The same list is where the two tiles live — “Call to my counter” or “Back in line at their place”.

Held guests can still be transferred, or cancelled if they've left for good.

When someone is called and never came — they don't appear — mark them No-show and they move to the Missed tab.

A called booking that never checks in gets your line's no-show graceHow long a called visitor's spot is held before they're marked a no-show. first (a per-line setting, 10 minutes by default) before it's treated as missed — the full story is in No-shows & grace.

• When a board does carry it, the strip reads “Missed — please check in” and shows numbers only, never names.
• Until you've added one on Displays, keep calling missed names aloud yourself — the room isn't being told for you.

Select anyone on Missed (or even Recently served) and the panel offers Put back in line. Where they land is a line setting (Line settings → Staff controls):

• People who have waited longer will still be called after them. Say yes with Put back in line, or Leave as is.

• If they still need their booking's place, use their booking record on the Bookings page instead of putting the visit back from here.

A visitor on a journeyA visit that passes through several stops in order (e.g. reception → consult → pharmacy). Each stop is its own line. is different — their tile is Re-check in, which returns them to their current stage at their original arrival order.

A journey can't simply be “put back in line” from scratch, and once a multi-stop visit has properly ended it can't be reopened at all. The whole of it is in Running a multi-stop visit.

(This one's a walk-in to begin with, so there's no booking to lose — see the box above for a booked visitor.)

A hold is meant to last minutes. If one is forgotten, turnda closes it after four hours and the visit ends on its own — otherwise a hold nobody remembers would sit in your line for ever, quietly dragging your average wait out with it.

• The habit that protects you is the Hold list itself — glance at it before you close up, because anyone still sitting there has been waiting since you put them there.

A called guest that nobody resolves — the operator got busy, the guest evaporated — would otherwise sit in “Being seen now” forever.

• The timer counts from the most recent call — a Recall restarts it.
• If an operator acts on the guest first, the timer quietly stands down.

Related: No-shows & grace · The public board · Serving order & fairness