What the two tabs now say, and the eleven things that changed to get there. Every figure is computed from the interaction log at build time.
Task Calendar. The client's own rotation and absence record, reorganised so it reads top to bottom: the Assistance Chat windows first, then July absences, then scheduled August absences, then the current, upcoming and completed duty rotations, then the IKB monthly rotation. Every assignment, backup note and working note is carried over unchanged.
Assistance Chat coverage. What the calendar does not record, the per-coach evidence for July 22 to July 28, the 4:00 PM hour, the July 22 partial day, and the proposed coverage rule.
| Item | Was | Now | Why |
|---|---|---|---|
| Reporting period | Figures below cover July 20 to July 24 | Figures cover 5 working days, July 22 to July 28, and 197 logged items | Tracking begins July 22. The rows dated July 20 and July 21 are pre-tracking. |
| Question split | 46 questions, against 76 work requests | Removed. The tab leads with item counts | The split depends on an unstated classifier and does not reproduce from the log. The item counts carry the argument on their own. |
| July 22 departure time | A coach scheduled to 5:00 PM left at 3:42 PM | His last answer was 3:51 PM | The log shows him answering at 3:51 PM, after the stated 3:42 PM departure. |
| July 22 item count | 18 items after he left | 15 items came in after that | 18 counts items handled after 3:51 PM, three of which arrived earlier. 15 is the work that actually arrived with nobody assigned to it. |
| Who absorbed July 22 | Margarita Rosa Del Valle, and Raushanah Muro | Margarita Rosa Del Valle (12); Raushanah Muro (3) | Named without counts, so the load split was invisible. |
| Numeric columns | A column headed "Figure" holding prose, such as "All from coaches whose window ends at noon" | Real numeric columns: items answered, first answer, last answer, after 1:00 PM, after 4:00 PM | A client cannot sort, filter or total a column of sentences. |
| Dates | 2026-07-01 00:00:00 | Tue, Jul 1 | Raw timestamps are unreadable at a glance. |
| Empty backup cells | Blank | None recorded | A blank cell gives no information. The point is that no backup was written down. |
| Absence grouping | One list mixing July and August | Absences recorded, July and Absences scheduled, August | The client's own calendar keeps them apart, and past and scheduled absences answer different questions. |
| Coverage windows | Buried at the bottom as People reference | First section on the tab | A reader needs to know who works which window before any other row makes sense. |
| Excel structure | No named tables | 11 named tables across the two tabs | Named tables give the client sort, filter and formula references. |
| Item | Was | Now | Why |
|---|---|---|---|
| Initials column | Initials used on this calendar | Removed | It carried no information a reader needed. |
| Note column | Note | Notes and issues | The column needs to carry the issue itself. |
| Backup column | Backup recorded | Backup assigned | Assignment is the thing being proposed. |
| Window column | Their window | Their scheduled window, plus their actual window and how far past the scheduled end they are logged | The scheduled window alone hides the over-coverage. Toveta is logged 3h 49m past hers, Margarita 4h 53m. |
| Section headings | Absences recorded, July | July absences | Shorter and cleaner for a client sheet. |
| Daniela Restrepo | Toveta's backup | Answers Assistance Chat today, proposed backup for Toveta | Stated as a proposal rather than an existing fact. |
| Margarita | Also rotates as help | Also rotates on assistance chats, proposed backup for Toveta | Your wording. |
| Jonathan's July week | Helper agent covered this week | Helper agent covered this week (agent functioning as coach). Not available after 4:00 PM, causing issues | The 4:00 PM limit is the issue, so it belongs in the row. |
| The bench | Missing | Jorge Mario Gomez, Luis R. and Yovani added, with Daniela | They help with the chats and were not on the sheet at all. |
| Existing duties | Not shown against coverage | New table: every coach's duty rotations and the count | Margarita, Fabian and Jonathan are each on six. That has to be checked before assigning. |
| Rotation wording | Also rotates on assistance chats | Also covers the Assistance Chat on rotation, and Jonathan carries it too | Cleaner English, and Jonathan is on the same six rotations as the other two. |
| Daniela Restrepo | Answers Assistance Chat today, proposed backup for Toveta | Helped with the chats previously, confirm if available to help with chats | The claim about today was out of date. Her proposed backup role moved to the August absence rows, where the assignment actually gets made. |
| Rotation source | No source given | From the Task Calendar. These assignments are already in place. | A reader could not tell whether the rotations were existing or proposed. |
| Rotation headings | Weekly duty rotation, completed | Completed weekly duty rotation | Sentence case. |
| August absence notes | Assigned backup only | Toveta's rows carry a proposed second backup, Daniela Restrepo | Her note says one backup is not enough to cover her absences, so the sheet has to show the second one. |
| Questions answered | Only on the second tab | A column on both the coverage table and the duty load table | Fabian is on six rotations and answered 16. Jonathan is on six and answered 12. The duty load and the coverage load belong side by side. |
Shaded rows are coaches logged past the end of their own scheduled window.
| Coach | Scheduled window | Actual window, Jul 22 to 28 | Past scheduled end | Questions answered | Duty rotations |
|---|---|---|---|---|---|
| Tami Bales | 7:00 AM - 12:00 PM | 7:10 AM - 3:15 PM | 3h 15m | 33 | 4 |
| Toveta Jenkins | 7:30 AM - 12:00 PM | 7:30 AM - 3:49 PM | 3h 49m | 56 | 4 |
| Margarita Rosa Del Valle | 7:00 AM - 12:00 PM | 8:12 AM - 4:53 PM | 4h 53m | 45 | 6 |
| Raushanah Muro | 8:30 AM - 1:00 PM | 9:09 AM - 4:56 PM | 3h 56m | 35 | 4 |
| Fabian Andres Sierra | 12:00 PM - 5:00 PM | 9:14 AM - 3:56 PM | Within window | 16 | 6 |
| Jonathan Mosquera | 12:00 PM - 5:00 PM | 8:38 AM - 4:35 PM | Within window | 12 | 6 |
Nobody is dispatch only. Margarita, Fabian and Jonathan are each on six duty rotations: Dispatch, IKB, UPH File, Multi's, ATA escalations and External escalations. Tami, Toveta and Raushanah are on four and are never on Dispatch. Neither Margarita nor Fabian is full time assistance. In practice Margarita works closest to it, at 45 items for the week against Fabian's 16.
| Name | Window | Notes and issues |
|---|---|---|
| Daniela Restrepo | 8:00 AM - 5:00 PM | Helped with the chats previously, confirm if available to help with chats |
| Jorge Mario Gomez | Not scheduled | Helps with the chats, confirm if available to help with chats |
| Luis R. | Not scheduled | Used at times, confirm if available to help with chats |
| Yovani | Not scheduled | Helped previously, now an auditor, confirm if available to help with chats |
Shaded rows are the coaches whose Assistance Chat window ends at noon or 1:00 PM.
| Coach | Window | Items | First answer | Last answer | After 1 PM | After 4 PM |
|---|---|---|---|---|---|---|
| Toveta Jenkins | 7:30 AM - 12:00 PM | 56 | 7:30 AM | 3:49 PM | 14 | 0 |
| Margarita Rosa Del Valle | 7:00 AM - 12:00 PM | 45 | 8:12 AM | 4:53 PM | 31 | 17 |
| Raushanah Muro | 8:30 AM - 1:00 PM | 35 | 9:09 AM | 4:56 PM | 15 | 7 |
| Tami Bales | 7:00 AM - 12:00 PM | 33 | 7:10 AM | 3:15 PM | 5 | 0 |
| Fabian Andres Sierra | 12:00 PM - 5:00 PM | 16 | 9:14 AM | 3:56 PM | 10 | 0 |
| Jonathan Mosquera | 12:00 PM - 5:00 PM | 12 | 8:38 AM | 4:35 PM | 2 | 2 |
The four coaches whose window ends at noon or 1:00 PM answered 169 of the 197 items, and all four are logged well past the end of their window. The two scheduled 12:00 PM to 5:00 PM answered 28, and both are logged answering from the morning onward.
| Coach | Window | Items answered 4 to 5 PM |
|---|---|---|
| Margarita Rosa Del Valle | 7:00 AM - 12:00 PM | 17 |
| Raushanah Muro | 8:30 AM - 1:00 PM | 7 |
| Jonathan Mosquera | 12:00 PM - 5:00 PM | 2 |
24 of the 26 items in that hour were answered by coaches scheduled to finish at noon or 1:00 PM. Nothing is answered after 5:00 PM on any day: the latest answer anywhere in the period is 4:56 PM.
Fabian Andres Sierra was recorded out with Margarita as backup. His last answer was 3:51 PM. 15 items came in after that, absorbed by Margarita Rosa Del Valle (12); Raushanah Muro (3). 13 of them arrived after 4:00 PM, with no helper available.
| The plan we have been running | Proposed | |
|---|---|---|
| Trigger for help | Full-day absence only | Any uncovered window, including partial days and early departures |
| Choosing the coach | Whoever is around | Checked against their existing duty rotations first |
| 4:00 to 5:00 hour | Falls to whoever is still online | Its own named assignment |
| Helper agent coverage | Not written down | Recorded on the calendar |
| Who assigns | Not owned | One named person each morning |
| Duty load | Coverage comes out of the coach's own hours | Reduced for whoever is covering the chat |
| OSHA question volume | Answered one at a time in chat | FAQ and job aid built from the logged questions |
We add a helper coach only when a coach is off for a full day, so partial days and early departures go to nobody. That worked at lower volume. The OSHA zero dollar and OSHA $500 claim questions take longer to review, so the help is needed more often now.