Intraday Management Playbook for Support Operations
By Red Shore Editorial | 2025-06-03
TL;DR: Daily control routines to protect SLAs and service quality when volumes shift unexpectedly.
Forecasting sets the plan. Intraday management protects the day.
When volumes shift unexpectedly, teams without a playbook react inconsistently. The result is missed SLAs and stressed supervisors.
What a Strong Intraday Playbook Includes
- trigger thresholds for queue risk,
- predefined actions by severity,
- ownership for each action,
- and a short review loop every few hours.
Typical Intraday Actions
- rebalance queue assignments,
- adjust non-critical meetings,
- activate cross-skilled coverage,
- escalate for reserve staffing.
What Teams Miss
Many teams track queue numbers but not decision speed. Delayed action is often the real cause of intraday failure.
If You Do One Thing This Month
Define three queue-risk thresholds and the exact action each threshold triggers. Publish it as a one-page guide for leads.