feat(helpdesk): separate queue from agents in team dashboard with wait time

Queue detection: any member with 'warteschlange' in support_user name
(or empty) is treated as queue, not as a regular agent.

Current tab: queue cards shown at top with a wait time summary
(Ø/Min/Max from open ticket ages). Agents listed below.

Historical tab: queue cards shown before agents, same performance
widget pattern.

No backend changes — purely client-side separation using existing data.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

modules/helpdesk/i18n/default_de.json

@@ -301,5 +301,6 @@
   "Current": "Aktuell",
   "Performance": "Leistung",
   "Historical": "Historisch",
-  "Queue": "Warteschlange"
+  "Queue": "Warteschlange",
+  "Wait time": "Wartezeit"
 }

modules/helpdesk/i18n/default_en.json

@@ -301,5 +301,6 @@
   "Current": "Current",
   "Performance": "Performance",
   "Historical": "Historical",
-  "Queue": "Queue"
+  "Queue": "Queue",
+  "Wait time": "Wait time"
 }

modules/helpdesk/pages/helpdesk/team/index(default).phtml

@@ -32,6 +32,7 @@ $periodLabels = [
      data-label-resolution-time="<?php e(t('Resolution time')); ?>"
      data-label-top-customers="<?php e(t('Top customers')); ?>"
      data-label-top-categories="<?php e(t('Top categories')); ?>"
+     data-label-wait-time="<?php e(t('Wait time')); ?>"
 >
   <section>
     <?php

modules/helpdesk/web/css/helpdesk.css

@@ -220,6 +220,15 @@
     border-radius: 0;
   }
 
+  /* Team workload — queue wait time summary */
+  .helpdesk-team-queue-wait {
+    padding: calc(var(--app-spacing) * 0.5) calc(var(--app-spacing) * 0.75);
+    margin-bottom: calc(var(--app-spacing) * 0.5);
+    border: 1px dashed var(--app-muted-border-color);
+    border-radius: var(--app-radius, 0.375rem);
+    background: color-mix(in srgb, var(--app-muted-border-color) 10%, transparent);
+  }
+
   /* Team workload — inline avatar for section titles */
   .helpdesk-team-avatar-inline {
     display: inline-flex;

modules/helpdesk/web/js/helpdesk-team.js

@@ -10,6 +10,7 @@ if (container) {
   const labelQueue = container.dataset.labelQueue || 'Queue';
   const labelTickets = container.dataset.labelTickets || 'Tickets';
   const labelCritical = container.dataset.labelCritical || 'Critical (>48h open)';
+  const labelWaitTime = container.dataset.labelWaitTime || 'Wait time';
   const ticketBaseUrl = container.dataset.ticketBaseUrl || '';
   const debitorBaseUrl = container.dataset.debitorBaseUrl || '';
 
@@ -38,6 +39,13 @@ if (container) {
     return e;
   }
 
+  /**
+   * Detect queue entries — Support_User_Name contains 'warteschlange'.
+   */
+  function isQueueMember(m) {
+    return m.support_user === '' || m.support_user.includes('warteschlange');
+  }
+
   function initials(name) {
     const parts = name.trim().split(/\s+/);
     if (parts.length >= 2) return (parts[0][0] + parts[parts.length - 1][0]).toUpperCase();
@@ -298,14 +306,48 @@ if (container) {
     return section;
   }
 
+  /**
+   * Build a queue summary with wait time Ø/Min/Max from open ticket ages.
+   */
+  function buildQueueWaitSummary(queueMembers) {
+    const allAges = queueMembers.flatMap(m => (m.open_ticket_details || []).map(t => t.age_hours));
+    if (allAges.length === 0) return null;
+
+    const stats = computeResolution(allAges);
+    const wrap = h('div', 'helpdesk-team-queue-wait');
+    wrap.appendChild(h('span', 'helpdesk-team-perf-stat-label', labelWaitTime));
+
+    const list = h('ol', 'helpdesk-team-perf-ranked helpdesk-team-perf-ranked-plain');
+    const items = [
+      ['Ø', formatResolution(stats.avg)],
+      ['Min', formatResolution(stats.min)],
+      ['Max', formatResolution(stats.max)],
+    ];
+    for (const [label, value] of items) {
+      const li = h('li');
+      li.appendChild(h('span', 'helpdesk-team-perf-ranked-name', label));
+      li.appendChild(h('span', 'helpdesk-team-perf-ranked-count', value));
+      list.appendChild(li);
+    }
+    wrap.appendChild(list);
+    return wrap;
+  }
+
   function renderCurrentTab(members) {
     if (!elCurrentCards) return;
     elCurrentCards.replaceChildren();
 
-    const queue = members.find(m => m.support_user === '' && m.open_tickets > 0);
-    const agents = members.filter(m => m.support_user !== '' && (m.open_tickets > 0 || m.critical_tickets > 0));
+    const queueMembers = members.filter(m => isQueueMember(m) && m.open_tickets > 0);
+    const agents = members.filter(m => !isQueueMember(m) && (m.open_tickets > 0 || m.critical_tickets > 0));
 
-    if (queue) elCurrentCards.appendChild(buildAgentWidget(queue, true));
+    // Queue section(s) at top
+    for (const q of queueMembers) elCurrentCards.appendChild(buildAgentWidget(q, true));
+
+    // Wait time summary across all queues
+    const waitSummary = buildQueueWaitSummary(queueMembers);
+    if (waitSummary) elCurrentCards.appendChild(waitSummary);
+
+    // Agent cards
     for (const m of agents) elCurrentCards.appendChild(buildAgentWidget(m, false));
 
     // Legend
@@ -324,15 +366,13 @@ if (container) {
     if (!elPerformanceCards) return;
     elPerformanceCards.replaceChildren();
 
-    const sorted = [...members]
-      .filter(m => m.resolved_in_period > 0)
-      .sort((a, b) => {
-        if (a.support_user === '') return 1;
-        if (b.support_user === '') return -1;
-        return b.resolved_in_period - a.resolved_in_period;
-      });
+    const queueResolved = members.filter(m => isQueueMember(m) && m.resolved_in_period > 0);
+    const agentsResolved = members
+      .filter(m => !isQueueMember(m) && m.resolved_in_period > 0)
+      .sort((a, b) => b.resolved_in_period - a.resolved_in_period);
 
-    for (const m of sorted) elPerformanceCards.appendChild(buildPerformanceWidget(m));
+    for (const q of queueResolved) elPerformanceCards.appendChild(buildPerformanceWidget(q));
+    for (const m of agentsResolved) elPerformanceCards.appendChild(buildPerformanceWidget(m));
   }
 
   async function fetchData(refresh = false) {