What to send us before a queue review
A usable extract is interval counts, a roster that matches those weeks, and wrap-up codes someone can explain. Leave card numbers in the building.
Journal
Field notes
Short notes from the work: named queues, ugly codes, and charts that survive a handover.
What a first-contact number hides in a mixed queue
First-contact resolution looks tidy until chat, email, and phone share a code. Split the queue before you celebrate the figure.
Hang the wait chart where the night supervisor stands
A chart that lives in a directors’ pack will not change a 22:00 handover. Put paper where the person with the headset will actually stop.
Reading wrap-up codes without trusting them
A wrap-up code is a sentence written in a hurry. Treat it as a clue for the chart, not as a fact about the contact.
Monday abandonment is usually a roster problem
If abandonment jumps after 9 a.m. on Mondays, look at who is actually sat down before you rewrite the greeting again.