TravelPerk gave the after-hours queue to an agent

The obvious place to start

Travel support is time-zone shaped. The queue that builds between the end of one working day and the start of the next was the clearest thing to hand over, because the alternative was making people wait.

What the agent handles

It answers what it has an answer for, returns missed calls in the morning, and books the callbacks. What it cannot resolve it escalates with the thread and the booking history attached.

What the morning looks like

The team starts the day with a short, ordered list of exceptions instead of a full inbox. The list is usually shorter than the backlog used to be by lunchtime.