1. Initial Login & Status
Go Online Immediately: As soon as you clock in (8:00 AM for the early shift), set your Intercom status to Online (Green).
Individual Queue First: Spend the first 10–15 minutes answering any replies or open tickets that came into your personal pile overnight.
2. Primary Queue Management
Once your individual pile is clear, focus exclusively on the following two buckets. The expectation is to keep these at zero:
Priority 1: Unassigned Bucket: Monitor this for tickets transferred from other departments (Payments, Ignite, etc.).
Goal: Tickets should not sit here for more than one minute.
Priority 2: Spark Support Team Bucket: This bucket holds chats that the system couldn't automatically assign because everyone was offline.
3. Handling Capacity & Support
One-at-a-Time Rule: Take one (maximum two) chats at a time. Focus on solving the current ticket completely before moving back to the pile for the next one.
Escalation: If you encounter a technical issue (e.g., updating a Spark account email) that you cannot resolve, immediately ask Anna, Becky, or Alyssa for assistance.
Closing Inactive Chats: If a client has not responded to automated prompts or hasn't provided details, check in to see if they still need help or close the ticket out to keep the view clean.
4. Secondary Tasks (Low Volume Periods)
Snooze Pile: Only after the "Day Prior" tickets and the active morning buckets are fully cleared should you move to the Snooze Pile.
Catch-up: Use slow periods to add notes and follow up on older tickets.
Management Note: To support this workflow, one additional associate will be moved from the 10:00 AM shift to the 8:00 AM Eastern shift to ensure we have three people handling the morning volume.