Skills CX operations
After-hours coverage
Customers do not stop needing help at 17:00. The common failure is choosing a coverage model for cost and treating handoffs as free. Follow-the-sun, overnight shifts and deferred async each trade money, quality and speed differently — but all three fail the same way when the receiving shift inherits opaque tickets, missing context and wrong expectations. Design coverage and handoff together.
npx rulebase-skills install cx-after-hours-coverageWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “after-hours coverage”
- “follow the sun”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Choose the model deliberately
Three patterns, often combined by channel.
Handoff design
Handoffs are where coverage models lose quality. A handoff is a manufacturing step, not a status change.
Opening the queue
The first hour of the day is a coverage event, not normal operations: Triage rules.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
