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Ailaaj Academy

Read Support & Queries

Use Support & Queries for the storefront pharmacist consult inbox — the only query store with both a received and a responded timestamp.

When to use this

  • Checking how fast staff are answering customers today
  • Reviewing open backlog older than 24 hours
  • Matching Overview Open consult queries and First response time

Steps

  1. Open OMS Dashboard → Support & Queries. The filter bar explains that the warehouse chip does not apply.
  2. Read range tiles: Queries received, First response (p50), Response rate, Awaiting reply.
  3. Read First response time — mean for queries received today only. Sub-label: Mean today · X of Y answered.
  4. Read threads: Threads opened, Threads closed, Resolution rate, Resolution time (p50).
  5. Read backlog: Open backlog, Oldest open thread, Aged backlog (over 24h).
  6. Queries by channel stays blank with No source — no CS ticketing tool.
OMS Dashboard Support and Queries tiles
Fixture — 186 queries in range, 91.4% response rate, 11 open. First response time is today only and matches Overview.

Success looks like

  • Responded + awaiting = received (for inbound turns).
  • Open backlog matches Overview Open consult queries.
  • First response time matches Overview, even if the date range is last month.

If it goes wrong

  • Queries look lower than “messages” — A query is one inbound turn, not every customer bubble. Consecutive customer messages count as one query.
  • Warehouse filter ignored — Consult threads carry no warehouse. This is by design.