I run a medium-sized support organization for a technology-focused company. We have round the clock support staggered with 3 primary shifts. The techs pull tickets from a queue. They're instructed to pull the longest waiting unless it's a problem that they're not equipped to handle. Lately I've noticed that there are tickets stacked in the queue later the afternoon. The early morning guys often end up staying late to help clear these out. The early morning guys are some of the most efficent workers and after looking at their tickets I suspect that many people are waiting until later in the day to work through their waiting tickets and so the queue is filling up.
Hiring a coordinator to assign tickets throughout the day or policing their personal queues are two options but I'd like to know what other strategies you've employed. I would like to implement a technical solution if possible. I'd considered a round robin system that assigned tickets but then if I get someone with a ticket that will take them 4 hours to complete they end up with several hours worth of tickets sitting there waiting. I appreciate any thoughts you have on this.
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