Capacity planning
Inbox coverage vs capacity: why a full rota can still leave a queue
Calculate peak-hour workload separately from opening hours so your chatting rota accounts for breaks, review time and bursts of incoming work.
PEOPLE & PLANNING
The coverage desk
Make the rota work in the inbox. Capacity, time zones and the moments between shifts.
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Inbox coverage vs capacity: why a full rota can still leave a queue
Coverage says someone is assigned. Capacity asks whether the assigned people can handle the arriving work. Plan both, using the busiest meaningful interval rather than the weekly average.
Read the articleAT A GLANCEOne illustrative peak hour
THE READING LIST
Practical articles.
3 articles
International teams
Planning chat shifts across time zones and daylight-saving changes
Build a rota with named time zones, explicit handover ownership and transition checks so international inbox coverage does not depend on fixed offsets.
Handover quality
A chat shift handover audit: find the work that falls between owners
Audit a small sample of shift transitions using task ownership, timestamps and next actions to find repeated replies, missed work and unclear escalation.
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Published by Onlytool. Methods, assumptions and sources are visible in each article.