---
name: "live-channel-queue-operations"
description: "Use when the phones ring, chat piles up, or social mentions burn: work the live queue in order, keep talk tracks short, and move public heat to private."
triggers: ["work the live queue", "chat wait is spiking", "phone queue backlog", "overdue callback list", "move this to private", "shift talk track", "live queue sweep"]
version: "1"
---
# Live-channel queue operations
Use this when the phones ring, chat piles up, or social mentions burn. Work
the live queue in order, keep talk tracks short, and move public heat to
private.
## What you need first
The live state of every surface — chat waits and concurrency, the phone
queue and hold times, social mentions and DMs — the promised callbacks with
due times, the SLA clocks per channel, the shift's talk tracks, and who is
on the floor.
## Sweep every surface first
One pass across chat, phone, and social before you work anything: the
longest wait, the oldest promise, the hottest sentiment, and any legal,
safety, or press words. Read the clocks against the targets — first
response per channel, hold time, callback promise — and mark what is
already breached.
## Order the work
Oldest promise first, then SLA risk, then channel heat, then arrival. A
callback past its time is P2 minimum; an imminent breach outranks a new
arrival; heat that names lawyers, press, or safety jumps to the escalation
path. Chat concurrency stays inside the floor's limit — usually two to three
live chats per agent — so name what stays queued rather than spreading
everyone thin. Say plainly which items will not be reached this shift and
who they hand to.
## Work each item short
A short call plan or talk track per item: acknowledge, one question at a
time, the next step with a date and an owner, and the receipt. Chat gets two
short messages per turn at most, and a stuck chat converts to a callback
offer with a time rather than a long hold. Phone follows the voice-and-phone
mechanics: identity check before account talk, the callback choice when the
wait is long, and no callback for urgent calls.
## Move public heat to private
The public reply is under two sentences, acknowledges without admitting
fault, and carries the DM or support-link line; the private draft does the
real work with the account-detail ask. No customer name, order detail, or
case history in the public post.
## Hand off and close the shift
Log every touch as the records wrote it. Unworked items hand off with an
owner and a time, and the shift-close note lists what breached, what was
promised, and what the next shift picks up first. Dedupe against the last
sweep so nothing pages twice for the same stall.
## Output
The ordered call and queue list with a plan per item, the staged first
callbacks and replies, and the shift-close note. Nothing dialed, sent, or
posted without the owner's yes.
## When the records are thin
No live-queue read means a list built from the pasted state, marked
INFERENCE, with the dashboard or export that would confirm it. Never pad the
queue to look busy.