Holiday Cliff Almanac
An almanac of the closures that push statutory clocks over the edge.
The job
Shows weeks ahead which legal deadlines will fall during or just after a closure or busy peak. Helps you clear them in time, staff for the expected wave, and prove afterwards that the holiday caused fewer breaches than last year.
The moment
The wall screen counts down 9 days to the holiday. 212 cases sit on a ledge: each has a legal deadline that falls during the closure or in the two business days after it.
The director starts the clear-out, and cases leave the ledge as teams close them.
At midnight on the first day of the closure, a door swings shut on the 11 cases still left.
A week after the holiday, the page is stamped with the result: 7 missed deadlines, against 61 last year.
What it does
- Open the door (bulk-assign the cliff's cases)
- File the WFM staffing request
- Send the proactive 'your case over the holiday' notice
- Write the cliff verdict
- Drill to cases and verbatims
What you see
Wall almanac with physical ledges, a sliding-dot cliff view, an advent-style door that swings shut, and a T-minus TV countdown
What it moves
Missed legal deadlines per holiday closure (as a count and per 1,000 cases due) compared with the same period last year, plus how far off the inflow forecast was, and overtime hours requested against hours used.
Built for
- Contact-centre operations
- Compliance, complaints & legal
- Branch, store & field managers
