The weekly queue review that takes five minutes

Most support teams never review their queue. Not because it is hard, but because the review has no shape. Here is one that fits in five minutes and produces exactly three decisions.

The five minutes

  1. Minute 1–2: what is unassigned? Anything older than a day gets an owner now, or a date.
  2. Minute 2–3: what repeated? Three or more conversations on the same topic become a document or a product change.
  3. Minute 3–4: what is stuck waiting on us? Not on the customer — on us. That is the real backlog.
  4. Minute 4–5: what did we promise and not deliver? One list, one owner each.

What not to review

Total volume, average resolution time, and CSAT with nine responses. None of them change what anyone does on Monday.

Why this works

Because it ends with decisions rather than a report. A review that produces a document is a cost; a review that produces three assignments is a control.

States, tags and views · the complete guide

Free for the first 3 seats. onsitesai.com

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