Getting Started¶

How to access Queco, log in securely, navigate the interface, and understand your personalized dashboard.

In This Chapter

2.1 Accessing the Platform
2.2 Logging In Step by Step
2.3 Login Errors & Troubleshooting
2.4 Navigating the Interface
2.5 Your Dashboard Overview

After this chapter you will be able to

Open Queco in Your browser
Log in with your credentials
Recover from a failed login
Identify key UI elements
Read your role-specific dashboard

2.1 Accessing the Platform¶

Queco is a web-based application with no installation is required. You access it directly from your web browser using the URL provided by your organization's administrator.

2.1.1 what you need before you start¶

Before logging in, make sure you have the following:

#	Prerequisite	Where to Get It
1	Queco platform URL	Provided by your Super Admin
2	Your username (email address)	Sent to you by the Super Admin during account creation
3	Your temporary password	Included in your account setup email
4	A supported web browser	Chrome 110+, Firefox 110+, Edge 110+, or Safari 16+
5	Stable internet connection	Minimum 2 Mbps broadband recommended

NOTE	If you have not received your login credentials, contact your Super Admin or system administrator before proceeding.

2.1.2 Opening the platform¶

Step1: Open your web browser

Use a supported browser (Chrome, Firefox, Edge, or Safari).

Step 2: Type the Queco URL in the address bar and press Enter

Example: https://app.queco.io your organization may use a custom subdomain.

Step 3 Wait for login page to load.

You should see the Queco login screen with fields for username and password.

2.2 Logging In step by step¶

The login process is straightforward and takes less than 30 seconds. Follow these steps every time you need to access Queco.

Step 1 On the login page, locate the Username field.

Enter your registered email address exactly as provided by the Super Admin. Usernames are not case-sensitive.

Step 2 Click on the Password field and enter your password.

Passwords are Not case-sensitive. It must start with a capital Letter

Figure 2.2: Login form with username and password fields highlighted

Step 3 Click the Login button (or press Enter on your keyboard).

The system will validate your credentials. This typically takes 1-3 seconds.

Step 4 Upon successful authentication, you will be redirected to your Dashboard.

The dashboard displayed is specific to your role Super Admin, Manager, or Agent. See Section 2.5 for a breakdown of each dashboard.

Figure 2.3 — Successful login redirect to Dashboard

A summary of all fields on the login form:

Field	Description	Status
Username	Your registered email address (e.g., agent@myagency.com)	Required
Password	Your account password. Hidden by default; click the eye icon to reveal.	Required

WARNING	Never share your Queco password with colleagues. Each user must have their own account. Shared credentials compromise audit logs and accountability.

If your login attempt is unsuccessful, Queco will display an error message on the login page. The table below lists all possible error scenarios, their causes, and recommended actions.

Error Message	Likely Cause	What To Do
Invalid username or password.	Incorrect credentials entered.	Re-enter your email and password carefully. Check Caps Lock. Try copy-pasting your password to rule out typos.
Account locked. Please contact your administrator.	3 consecutive failed login attempts triggered an automatic lockout.	Contact your Super Admin or Manager to unlock your account. Lockouts reset after 30 minutes.
Account is inactive.	Your account was deactivated by an admin.	Contact your Super Admin to reactivate your account.
Session expired. Please log in again.	Your previous session timed out after inactivity (default: 30 min).	Return to the login page and log in again. This is normal behavior.
Unable to connect to server.	Network issue or server maintenance.	Check your internet connection. If the issue persists, contact your IT support team.

2.3.1 Account Lockout Procedure¶

After 5 consecutive failed OTP, the OTP will be expired and you have to login again. After a failed OTP and going back to login it won’t be possible it will display OTP resend cooldown active

Step 1: Wait for 30 seconds

The lockout resets automatically after 30 seconds to 1 minutes of inactivity.

Step 2: Alternatively, contact your Super Admin or Manager immediately.

They can unlock your account from the User Management panel without waiting for the timer.

Step 3: Once unlocked, return to the login page and try again with the correct credentials.

NOTE	All lockout events are logged in the platform audit trail and are visible to Super Admins.

2.3.2 Resetting Your Password¶

All password forgotten are resetted by the Super Admin. So, contact the super admin to reset your password

2.4 Navigating the interface¶

After logging in, you will see the Queco interface. The layout is consistent across all user roles, though the available menu items and content will vary depending on your permission. This is section describe the core UI component present on every page.

2.4.1 Interface layout Overview¶

UI Element	Description
Top Navigation Bar	Persistent bar at the top of every page. Contains the Queco logo, the current page title, notification bell, and user profile menu.
Left Sidebar Menu	Main navigation panel listing all sections accessible to your role. Collapse on smaller screens.
Main Content Area	The central workspace where data, forms, and tables are displayed. This area changes based on the selected menu item.
Action Buttons	Context-sensitive buttons (Add, Edit, Delete, Save, Cancel) appear in the top-right of the content area.
Notification Bell	Displays real-time alerts such as ticket assignments, system messages, and admin notifications.
User Profile Menu	Top-right corner. Access your profile settings,

The left sidebar is your primary navigation tool. The menu items visible to you depend on your role. The table below shows which menu sections are available per role.

Menu Section	Super Admin	Manager	Agent
Dashboard	✔	✔	✔
Agencies	✔	✘	✘
Users & Roles	✔	Limited	✘
Counters (Guichets)	✔	✔	✘
Services & Operations	✔	✔	✘
History Tickets	✔	✔	✔
Analytics	✔	✔	✘
Settings	✔	Limited	✘

NOTE	Menu items shown as 'Limited' indicate read-only or scoped access. For example, a manager can view users in their agency but cannot create users across all agencies.

2.4.3 Logging Out¶

Always log out of Queco when you are done working, especially on shared or public computers.

Step 1: As agent in the agent’s dashboard, the logout is situated on the top right-hand corner. Just click it and you will be logout and directed back to the login page.

As super admin or chef d’agence, the logout button is at the bottom left of the side bar. Just click it and you will be redirected to login page

WARNING	Sessions automatically expire after 30 minutes of inactivity.

2.5 Your Dashboard Overview¶

The Dashboard is the first page you see after logging in. It is personalized to your role and provides a real-time snapshot of platform activity. The content displayed varies significantly between roles what a Super Admin sees differs from what an Agent sees.

2.5.1 Super Admin Dashboard¶

The Super Admin dashboard provides a global view of the entire platform.

Top Navigation Bar

Persistent header displayed at the top of the platform. Contains the language switcher (FR/EN), menu toggle button, current page title (“Vue d’Ensemble”), date display, notification bell, and logged-in user profile information.

Left Sidebar Menu

Vertical navigation panel located on the left side of the screen. Provides access to all major modules such as Vue d’Ensemble, Guichets, Analytics, Diffusion, Utilisateurs, Alertes & Notifications, Roles & Permissions, Historique, Configuration, and Rapports

Collapse on smaller screens.

Main Content Area

Central workspace where all dashboard information is displayed, including overview cards, statistics, agency status tables, alerts, and management tools. The content updates depending on the selected module.

Overview Cards

Summary statistic cards displayed below the header section. Show key platform metrics such as total agencies, users, services, and counters, including active and inactive counts.

Period filter Buttons

Context filter buttons (“Today”, “This week”, “This month”, “Custom”) allowing users to change the reporting period for displayed statistics and data.

Notification Bell

Located at the top-right corner. Displays unread notifications and system alerts in real time.

User Profile Menu

Located at the top-right corner beside the notification bell. Displays the logged-in user’s name, role, and profile avatar, with access to account-related actions.

Agency Status Table

Real-time monitoring table displaying agencies, their operational status, city, region, code, and ticket processing statistics such as served, waiting, in progress, and cancelled tickets.

Action Buttons

Contextual buttons such as “Manage” displayed within dashboard sections, allowing quick access to configuration and management actions.

2.5.2 Manager Dashboard¶

The Manager dashboard is scoped to the agency or agencies the manager oversees.

Figure 2.7 — Manager Dashboard

Statistics Overview Cards

Summary cards displayed at the top of the dashboard showing key queue metrics including tickets waiting, tickets in progress, customers served today, cancelled tickets, and service rate percentage.

Guichet Status Panel

Operational monitoring section displaying the real-time status of each guichet/counter, assigned agent, and availability state. Each card indicates whether the guichet is currently available or occupied.

Queue by Service section

Displays queue statistics grouped by service category such as savings accounts, credit, online deposit, and account balance inquiries, including the number of clients currently waiting.

Logout Button

Located at the bottom-left of the sidebar. Allows the current user to securely disconnect from the platform.

2.5.3 Agent (Guichetier) Dashboard¶

The Agent dashboard is focused and minimal it shows exactly what an agent needs to start working.

Figure 2.8: Agent Dashboard

Widget / Section	What It Shows
Agent Header	Displays the logged-in agent's name (e.g., "Agent: mikassa"), language switcher (FR/EN), notification bell, pause, and logout icons along with the current time
Current client panel	The left panel showing the client currently being served. When idle, displays "No active client / Press Call next" as a placeholder.
Queue Panel	The right panel showing all waiting tickets for this agent's counter. Displays the queue count (e.g., "Queue 0 Waiting") and the active service tag (e.g., "solde bancaire").
Search bar	Located inside the Queue panel — allows the agent to search waiting tickets by ticket number or service name.
Action Button	Three buttons at the bottom of the Current Client panel: Finish (green), Cancel (red/pink), and Downgrade (yellow) for resolving the current ticket.
Call Next button	A prominent button at the bottom of the Queue panel triggers calling the next waiting ticket to this counter. Greyed out when the queue is empty.
Empty queue state	Shown when no clients are waiting displays a checkmark icon with "Empty queue / No clients waiting".

Chapter 3