Staffing the queue.
WHAT TO DECIDE
The hours you commit to What happens outside them Whether emergencies have a route
WHAT TO PUBLISH
The actual hours.
WHY
Unstated availability is assumed to be constant.
WHAT TO CONSIDER
When your customers actually need help.
HOW TO KNOW
Ticket arrival times, plotted.
WHAT THAT FREQUENTLY SHOWS
Demand outside the hours you assumed.
WHAT TO DO ABOUT OUT-OF-HOURS EMERGENCIES
Define what qualifies Provide a route Ensure someone is genuinely reachable
WHAT NOT TO DO
Offer an emergency route nobody monitors.
WHAT A ROTA REQUIRES
Fair distribution Compensation for out-of-hours work Enough people that it is sustainable
WHAT IS NOT SUSTAINABLE
One person permanently on call.
WHAT TO DO IF THAT IS UNAVOIDABLE
Reduce what qualifies as an emergency State the limits to customers
WHAT TO PREPARE FOR COVERAGE
Documentation good enough for someone unfamiliar Access that works
WHAT TO PLAN FOR
Illness, leave and departures.
WHAT TO AVOID
A single person who is the only one able to do something.
WHAT TO DO ABOUT IT
Document and cross-train, deliberately.
