What this card shows
The Message queue hygiene card shows all patient conversations grouped by the staff member they are assigned to, with each bar split by inbox state:
Open: still in the active inbox, awaiting work.
Resolved: closed and marked as resolved.
Closed: closed without being marked resolved.
It mirrors what each staff member sees in their own inbox, so the counts should line up with the app. Use it to spot an inbox that is filling up faster than it is being cleared, and to see whether conversations are being resolved or just closed.
Reading the card
Bars are horizontal, one per staff member, so the longest bar is the biggest queue.
Hover any segment to see the exact number of conversations in that state.
Unassigned is a real row, not an error. It is the conversations with no assignee, and it is worth watching, because nobody's personal inbox is prompting anyone to pick them up.
Unknown staff means the conversation is assigned to someone no longer in your staff directory. Those need reassigning to someone active.
A conversation with several assignees is counted once for each of them, so the bar totals can add up to more than your conversation count.
The split between Resolved and Closed is a housekeeping signal rather than a workload one. Both are off the active inbox; only Resolved records that the patient's question was actually settled.
The card lives on the Nursing & care team dashboard, on the Communication & tasks tab, and responds to the filters at the top:
Date: change the time window. It scopes by when the conversation was last updated, and defaults to the past 6 months plus the current month.
Clinic: focus on one or more locations, if your organization has several.
Where this data comes from
Everything here comes from the actions taken on conversations in the staff messaging inbox: assigning a conversation to a person, and resolving or closing it when the work is done. Open a conversation from Chat, then use the Team tab on the right to see who owns it and to reassign it.
Assigning conversations rather than leaving them unassigned, and resolving rather than closing when the question is genuinely answered, is what makes this card usable as a workload view.
Opening this card
In wawa, open Insights from the sidebar, then go to Standard Reports → Nursing & Care Team → Nursing & care team. Select the Communication & tasks tab. The Message queue hygiene card is on it.