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Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, cho
The skill file stays in the publisher's repository.
Paste the copied command in a terminal. It installs this SKILL.md into that agent.
npx skills add cbrock84/headcount --skill support-operations -a cursor -y
Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, choose channels, size a team, set or renegotiate service levels, reduce cost per contact, diagnose long queues or poor quality, or decide what to automate.
Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, choose channels, size a team, set or renegotiate service levels, reduce cost per contact, diagnose long queues or poor quality, or decide what to automate.
Categorize a real sample of recent contacts — a few hundred, read individually, not a report. Almost every support operation finds the same shape: a small number of causes generating most of the volume, and most of those are preventable rather than answerable.
That analysis decides everything downstream. Staffing to demand you have not examined means staffing to demand you could have eliminated.
In order of cost, cheapest first. Push volume up this list rather than getting faster at the bottom:
Most support improvement programs work on level 5 exclusively, because it is the visible one.
Pick by what the work needs, not by what is fashionable. Asynchronous channels are cheaper and better for anything requiring investigation. Synchronous channels are worth their cost for urgency, high-value accounts, and anything where a customer is stuck mid-task.
Every channel you open must be staffed to its expectation. An unstaffed live-chat widget is worse than no chat.
Set by severity and customer tier, published internally, and — this is the part usually missing — checked against actual capacity before being promised. A commitment the staffing cannot meet is a commitment to fail visibly.
Measure first response and time to resolution separately. They have different causes: first response is a staffing problem, resolution is usually a product or escalation problem.
Be careful with time-to-close and volume handled. Both are easily gamed and both reward closing over solving.
Size to peak-hour concurrency, not to daily volume — queues form in hours, not days. Model the shrinkage honestly: training, breaks, meetings, leave. A plan assuming full utilization understaffs by a wide margin and then blames the team.
Review a sample of resolved contacts against a rubric agreed with the team, and coach against it. Reviewing only escalations trains for defense rather than quality.
references/sources.md in this skill lists the outside authorities that settle the questions
here — what each one is authoritative for, and what you may do with it. Check them before
answering on anything they cover, and cite what you used. Most are free to read and not free
to reproduce; the use note on each is binding.
Ticketing: Zendesk, Freshdesk, Intercom, Front, Help Scout, and similar; Jira Service Management where support and engineering work one queue.
Knowledge base: usually the ticketing tool's own, or Confluence, Notion, or Guru.
Quality review and workforce management — Klaus, Assembled, and similar — start paying off once you staff shifts rather than a team. Before that they are overhead.