Fix specialty Call next vs WAITING KPI mismatch.

Admins without a desk now scan all specialty service points, KPIs use the same branch as queue ops, and empty Call next flashes explain tickets vs other branches.

Co-authored-by: Cursor <cursoragent@cursor.com>

app/Http/Controllers/Care/SpecialtyModuleController.php

@@ -304,10 +304,50 @@ class SpecialtyModuleController extends Controller
         $result = $queueBridge->callNext($organization, $module, $branchId, $member, $practitionerId);
         $ticket = $result['ticket'] ?? null;
         if (! $ticket) {
+            $owner = $this->ownerRef($request);
+            $departmentIds = Department::owned($owner)
+                ->where('type', $definition['department_type'] ?? 'general')
+                ->where('is_active', true)
+                ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
+                ->pluck('id');
+
+            $waitingAtBranch = Appointment::owned($owner)
+                ->where('organization_id', $organization->id)
+                ->where('branch_id', $branchId)
+                ->whereIn('status', [Appointment::STATUS_WAITING, Appointment::STATUS_CHECKED_IN])
+                ->when($departmentIds->isNotEmpty(), fn ($q) => $q->whereIn('department_id', $departmentIds))
+                ->when($departmentIds->isEmpty(), fn ($q) => $q->whereRaw('1 = 0'))
+                ->count();
+
+            $waitingOrg = Appointment::owned($owner)
+                ->where('organization_id', $organization->id)
+                ->whereIn('status', [Appointment::STATUS_WAITING, Appointment::STATUS_CHECKED_IN])
+                ->when($departmentIds->isNotEmpty(), fn ($q) => $q->whereIn('department_id', $departmentIds))
+                ->when($departmentIds->isEmpty(), fn ($q) => $q->whereRaw('1 = 0'))
+                ->count();
+
+            $branchName = \App\Models\Branch::owned($owner)->whereKey($branchId)->value('name') ?: 'this branch';
+
+            if ($waitingAtBranch > 0) {
+                return back()->with(
+                    'info',
+                    "{$waitingAtBranch} patient(s) are waiting in {$definition['label']} at {$branchName}, but none have a callable ticket at a service desk yet. Open Visits and use Start consultation, or check in again so a ticket is issued."
+                );
+            }
+
+            if ($waitingOrg > $waitingAtBranch) {
+                return back()->with(
+                    'info',
+                    "No patients waiting in {$definition['label']} at {$branchName}. {$waitingOrg} are waiting at other branches — open Visits or switch branch."
+                );
+            }
+
             return back()->with('info', 'No patients waiting in this specialty queue.');
         }
 
-        return back()->with('success', 'Called '.$ticket['ticket_number'].'.');
+        $name = $ticket['customer_name'] ?? 'patient';
+
+        return back()->with('success', 'Called '.$ticket['ticket_number'].' — '.$name.'.');
     }
 
     protected function renderShell(
@@ -341,22 +381,6 @@ class SpecialtyModuleController extends Controller
 
         $departmentIds = $departments->pluck('id')->all();
 
-        $waiting = Appointment::owned($owner)
-            ->where('organization_id', $organization->id)
-            ->whereIn('status', [Appointment::STATUS_WAITING, Appointment::STATUS_CHECKED_IN])
-            ->when($departmentIds !== [], fn ($q) => $q->whereIn('department_id', $departmentIds))
-            ->when($departmentIds === [], fn ($q) => $q->whereRaw('1 = 0'))
-            ->when($branchScope, fn ($q) => $q->where('branch_id', $branchScope))
-            ->when(
-                $practitionerScope !== null,
-                fn ($q) => $q->whereIn('practitioner_id', $practitionerScope ?: [0]),
-            )
-            ->with(['patient', 'practitioner', 'department', 'visit'])
-            ->orderBy('queue_position')
-            ->orderBy('checked_in_at')
-            ->limit(25)
-            ->get();
-
         $branchId = (int) ($branchScope ?: $departments->first()?->branch_id);
         if ($practitionerScope !== null && $practitionerScope !== []) {
             $pracBranch = (int) \App\Models\Practitioner::owned($owner)
@@ -367,11 +391,32 @@ class SpecialtyModuleController extends Controller
             }
         }
 
+        // Match Call next: when the member has no branch scope (e.g. hospital admin),
+        // KPIs / waiting lists use the same branch as queue ops so WAITING isn't org-wide
+        // while Call next is local.
+        $kpiBranch = $branchScope ?? ($branchId > 0 ? $branchId : null);
+
+        $waiting = Appointment::owned($owner)
+            ->where('organization_id', $organization->id)
+            ->whereIn('status', [Appointment::STATUS_WAITING, Appointment::STATUS_CHECKED_IN])
+            ->when($departmentIds !== [], fn ($q) => $q->whereIn('department_id', $departmentIds))
+            ->when($departmentIds === [], fn ($q) => $q->whereRaw('1 = 0'))
+            ->when($kpiBranch, fn ($q) => $q->where('branch_id', $kpiBranch))
+            ->when(
+                $practitionerScope !== null,
+                fn ($q) => $q->whereIn('practitioner_id', $practitionerScope ?: [0]),
+            )
+            ->with(['patient', 'practitioner', 'department', 'visit'])
+            ->orderBy('queue_position')
+            ->orderBy('checked_in_at')
+            ->limit(25)
+            ->get();
+
         $shellDefinition = $shell->definition($module);
-        $kpis = $shell->kpis($organization, $module, $owner, $branchScope, $practitionerScope);
-        $openVisits = $shell->openVisits($organization, $module, $owner, $branchScope, $practitionerScope);
+        $kpis = $shell->kpis($organization, $module, $owner, $kpiBranch, $practitionerScope);
+        $openVisits = $shell->openVisits($organization, $module, $owner, $kpiBranch, $practitionerScope);
         $visitHistory = $section === 'history'
-            ? $shell->visitHistory($organization, $module, $owner, $branchScope, $practitionerScope)
+            ? $shell->visitHistory($organization, $module, $owner, $kpiBranch, $practitionerScope)
             : collect();
         $services = $shell->provisionedServices($organization, $module);
 
@@ -472,6 +517,7 @@ class SpecialtyModuleController extends Controller
             'visitDocuments' => $visitDocuments,
             'queueStubs' => $modules->queueStubsFor($organization, $module),
             'branchId' => $branchId,
+            'practitionerScope' => $practitionerScope,
             'queueIntegration' => $branchId
                 ? $queueBridge->listMeta($organization, $module, $branchId)
                 : ['enabled' => false],

app/Services/Care/CareQueueBridge.php

@@ -346,18 +346,72 @@ class CareQueueBridge
             $ticket = $this->attemptCallNext($organization, $callResources);
         }
 
+        // Admins / reception without a desk: try every service point on this queue so
+        // Call next matches the specialty waiting list instead of one empty desk.
+        if (! $ticket && ! $practitionerId && (
+            CareQueueContexts::isSpecialty($context)
+            || $context === CareQueueContexts::CONSULTATION
+        )) {
+            $ticket = $this->attemptCallNextAcrossPoints($organization, $resources, $point);
+        }
+
         if (! $ticket) {
             return ['ticket' => null, 'entity' => null, 'resources' => $resources];
         }
 
         $entity = $this->findEntityByTicket($organization, $context, (string) ($ticket['uuid'] ?? ''));
         if ($entity) {
-            $this->applyTicket($entity, $ticket, $point);
+            $matchedPoint = $point;
+            $ticketPointUuid = (string) data_get($ticket, 'assigned_counter.uuid', data_get($ticket, 'counter.uuid', ''));
+            if ($ticketPointUuid !== '') {
+                $matchedPoint = collect($resources['points'] ?? [])->first(
+                    fn ($p) => ($p['counter_uuid'] ?? null) === $ticketPointUuid
+                ) ?? $point;
+            }
+            $this->applyTicket($entity, $ticket, $matchedPoint);
         }
 
         return ['ticket' => $ticket, 'entity' => $entity?->fresh(), 'resources' => $resources];
     }
 
+    /**
+     * @param  array{queue_uuid?: ?string, counter_uuid?: ?string, points?: list<array<string, mixed>>}  $resources
+     * @param  array<string, mixed>  $preferredPoint
+     * @return array<string, mixed>|null
+     */
+    protected function attemptCallNextAcrossPoints(
+        Organization $organization,
+        array $resources,
+        array $preferredPoint,
+    ): ?array {
+        $queueUuid = (string) ($resources['queue_uuid'] ?? '');
+        if ($queueUuid === '') {
+            return null;
+        }
+
+        $preferredUuid = (string) ($preferredPoint['counter_uuid'] ?? '');
+        $points = collect($resources['points'] ?? [])
+            ->filter(fn ($p) => ! empty($p['counter_uuid']))
+            ->sortBy(fn ($p) => ($p['counter_uuid'] ?? '') === $preferredUuid ? 0 : 1)
+            ->values();
+
+        foreach ($points as $candidate) {
+            $uuid = (string) $candidate['counter_uuid'];
+            if ($uuid === $preferredUuid) {
+                continue;
+            }
+            $ticket = $this->attemptCallNext($organization, [
+                'queue_uuid' => $queueUuid,
+                'counter_uuid' => $uuid,
+            ]);
+            if ($ticket) {
+                return $ticket;
+            }
+        }
+
+        return null;
+    }
+
     /**
      * @param  array{queue_uuid?: ?string, counter_uuid?: ?string}  $resources
      * @return array<string, mixed>|null