> ## Documentation Index
> Fetch the complete documentation index at: https://docs.layarva.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue Management Overview

> Understand Queue Units, services, counters, operators, Kiosks, Displays, and the ticket lifecycle.

## What a Queue Unit is

A **Queue Unit** is one isolated queue operation for a branch, floor, or service area. It owns the configuration and runtime records needed to issue, call, serve, and report queue tickets.

<Frame caption="Queue Management summarizes each isolated Queue Unit and provides access to its operational resources.">
  <img src="https://mintcdn.com/layarva/ibRFlqJLDLZUYyLh/images/queue/queue-overview.png?fit=max&auto=format&n=ibRFlqJLDLZUYyLh&q=85&s=7685b780b6e198347e3c2ff804d2c55c" alt="Layarva Queue Management overview for a selected Queue Unit" width="1920" height="945" data-path="images/queue/queue-overview.png" />
</Frame>

## Queue anatomy

| Component         | Responsibility                                                                                             |
| ----------------- | ---------------------------------------------------------------------------------------------------------- |
| **Category**      | A service customers can select. It defines the ticket prefix, such as `A` for General Service.             |
| **Counter**       | A service destination such as Counter 1, Cashier 2, or Room 3. A Counter can serve one or more Categories. |
| **Operator**      | A workspace member assigned to a Counter who calls and processes tickets.                                  |
| **Kiosk**         | The customer-facing station that issues tickets and can send them to a thermal printer.                    |
| **Display**       | A Screen bound to the Queue Channel that shows calls. One Display can be the audio master.                 |
| **Queue Channel** | The dedicated playback target for the Queue Design and its one-item Queue Playlist.                        |

Each Queue Design belongs to one Queue Unit. Its Queue Playlist contains exactly that one Design and the Queue Channel remains inside the same Queue Unit chain.

## How a ticket moves

1. A customer selects a Category on a Kiosk or a ticket is issued through the dashboard or API.
2. Layarva assigns the next number using the Category prefix and Queue Unit numbering rules.
3. The ticket enters **Waiting**.
4. An Operator at a compatible Counter calls the next ticket.
5. The audio-master Display plays the chime and announcement while every bound Display updates visually.
6. The Operator starts service and completes it, or marks the customer as no-show.
7. Durable activity and reports retain the outcome.

## Queue Management tabs

| Tab              | What it manages                                                                                       |
| ---------------- | ----------------------------------------------------------------------------------------------------- |
| **Overview**     | Readiness, live waiting totals, active Counters, Operators, Display mapping, and recent activity.     |
| **Categories**   | Service name, code, prefix, color, and operational status.                                            |
| **Counters**     | Customer-facing destination labels, internal numbers, service Categories, and current ticket.         |
| **Operators**    | Workspace membership, Counter assignments, on-duty state, and available services.                     |
| **Displays**     | Screen binding, Cloud or Edge delivery, playback, audio role, language, chime, voice, and unlock PIN. |
| **Activity**     | Durable ticket and runtime event timeline.                                                            |
| **Reports**      | Queue totals, service success, duration, and breakdowns by Operator, Category, and Counter.           |
| **Kiosks**       | Trusted customer-facing stations, Kiosk Templates, pairing, activation, and browser printing.         |
| **External API** | Queue credentials, API workflow, and webhook configuration.                                           |
| **Settings**     | Numbering, no-show policy, Kiosk appearance, and ticket print templates.                              |

## Cloud Queue and Edge Queue

The Queue Unit remains managed in the Platform in both cases:

* With **Cloud**, Kiosks, Operators, and Displays exchange live state with Layarva directly.
* With **Edge**, the branch Edge receives a temporary authority lease, local configuration, and number blocks. It can keep local Queue operations running during a WAN outage and reconciles when connectivity returns.

Queue live content is **Internet Required** for an ordinary offline package. Use Cloud or Edge for a working Queue; do not treat a signed Offline content package as a live Queue runtime.

## Related guides

* [Configure a Queue Unit](/queue/configuration)
* [Design and Print Queue Tickets](/queue/ticket-printing)
* [Cloud, Edge, and Offline Delivery](/screens/delivery-modes)