Tool
Customer Support Coverage Window
See the live coverage window of your customer-support team across multiple cities, and the gaps customers will hit.
What makes this different
The "follow-the-sun" gap finder is the differentiator. The tool highlights the UTC hours when your coverage drops below a threshold (default 50%), so you know when to add a contract BPO or accept a known gap.
How to use it
- Add support team cities (where your agents sit).
- Add customer cities (where your customers live) with rough weights.
- Read the live coverage percentage and the 24-hour forward projection.
When your support team is in three timezones and your customers are in ten, the question is: what fraction of your customers can reach a live person right now? This tool computes that fraction, hour by hour, so you can plan capacity and decide when to escalate to follow-the-sun staffing.
Frequently asked questions
Where do I get the customer weight numbers?
Roughly: from your analytics, or by guessing. The tool does not need perfect numbers; rough weights within 2x are fine.
Why is the coverage sometimes below 50%?
Because every distributed team has hours where the bulk of their customers are asleep. The tool surfaces these so you can plan escalation or staffing.
Can I add public holidays?
Not in this version. Customer cities on a public holiday will count as "asleep" anyway, since they typically match working hours.