Support operations work that makes the queue calmer and quality more repeatable.

QueueCraft engagements focus on the structural layers: routing clarity, macro systems, escalation rules, and manager visibility.

Common engagement tracks

• Queue + routing audit (2 weeks): simplify categories, define ownership rules, and reduce mis-triage.
• Macro system rebuild (3–4 weeks): refresh macro library, link macros to source truth, and set a review cadence.
• Escalation matrix sprint (2 weeks): severity tiers, triggers, response expectations, and handoff context.
• QA rhythm + manager dashboards (4–6 weeks): lightweight quality loop, coaching signals, and decision-ready metrics.