A rep is alerted the moment a customer checks in for them — or when they're up for a walk-in. If nobody claims the customer within 5 minutes, the next two available reps in the rotation are alerted, and the alert says who the customer was assigned to. Every alert has a link the rep taps to take the customer off the queue. Reps Out or on PTO are never alerted; a rep on Lunch is alerted only about a customer who asked for them. Alerts only go out Mon-Fri 8 AM-5 PM, Sat 10 AM-2 PM (Phoenix time) — outside those hours nothing is sent, and the Test button still works. Each rep gets one alert: a text when texting is live, otherwise an email. Fill in whichever you have — email alone is enough.

The front desk's own Master Hub login (pick Front Desk on the hub, then this password) — it opens this queue as the front desk, with nothing else to type. The same password sets up the entrance iPad.

Enter a rep's days off once. On those days they show as PTO, are skipped in the rotation and get no alerts — nobody has to set them Out each morning. When the dates run out they go back to the status they had before.