The practice
Who keeps the charts
We are three people on Level 10 who used to sit on support floors. The work is reading records and hanging paper, not selling a seat at a screen.
Handlerroutehub Analytics began after Nino spent a winter watching directors receive a spreadsheet dump every Monday and then ask the floor why abandonment had moved. The dump was not wrong. It could not be hung on a wall, and it could not be pointed at during a handover.
The practice sits at Level 10, 18 Abashidze Street, Tbilisi 0179. We take records from support teams across the city — retail, clinics, utilities, the odd regional desk that still answers in Georgian after the head office moved. The work is slow on purpose. A queue with a dishonest wrap-up code will wreck a chart faster than a missing font.
We do not rank agents. We do not sell seats on a screen. We read what the floor already records, we draw it so a supervisor can stand beside it, and we leave. If a team later wants the wall kept current, that is the digest, not a new religion.
Georgia’s calendar matters here. Orthodox Christmas, New Year, and the August heat all bend contact patterns. We mark those weeks on the boards rather than folding them into an average that never happens in the room.
The people who draw the sheets
Nino Kapanadze
Twelve years as a workforce planner on Georgian-language phone floors. Nino still starts with the roster, not the slogan on the wall.
Giorgi Beridze
Draws the boards by hand before they are inked. If a label will not survive a handover at 22:00, it does not leave his desk.
Tamar Lomaia
Used to listen to quality samples. She keeps the briefing with the people who take the contacts, and stops a director from turning the morning into a speech.