Sample Schedule for 24×5 Help Desk

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Sample Schedule for 24×5 Help Desk

I’m putting together a proposal for a 24×5 Global help desk and I am looking for some “best practices” when it comes to scheduling. Help desk will consist of 5 or 6 people. Call volume is evenly distributed through out the 24 hours.

Question asked by Billy


Some quick math would say if you only had 6 people covering a 24×5 operation they would each have to work 20 hours straight, which obviously wouldn’t work.

It seems unlikely that your call volume would be evenly distributed as well, even though you mention it will be.

More info needed.

With thanks to Justin


I don’t follow your maths to conclude they would have to work 20 hrs straight.

Divide each 24 hour period into 3 shifts of 8 hours, say 0600 – 1400, 1400 – 2200 and 2200 – 0600. Then have your six people work in pairs. The centre is open 5 days a week, so each person works 5 x 8 hrs (less unpaid breaks) which looks fine to me!

With thanks to Zoe

5 Or 6 Present At One Time ?

It may just be my interpretation but I think Billy means 5 or 6 people on the desk at the same time.

However I’m not a forecasting person so I shall now duck out!

With thanks to Tony

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 29th Apr 2022
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