To give the staff a UI of visual waitlist appts that in turn would increase chances of fulfillment.

I'm thinking it would be a visual showing of pending appts, where as a manager could lock the view ON or OFF so that no matter what staff are seeing it. Dragging those appts onto the schedule or rescheduling them to a service providers column would be the same as booking the appt and removing it from the waitlist. If someone said they want service 1 that takes 30 min and anytime after 12pm, then dragging that 8hr pending appt and dropping it in a 30 min empty slot on someone's schedule would automatically reduce and swap it to a 30 min appt from it being an 8hr long pending appt block.