Triage a backlog fairly
Apply transparent priority rules to a queue when pure FIFO is not appropriate.
The backlog There are 140 tickets, 12 agents, and three competing pressures: customer impact, arrival order, and executive noise. The queue needs priority without losing legitimacy. Triage rule Impact -> Visibility -> FIFO remainder Use priority only where impact justifies it, then preserve arrival order for the rest. Noise wins Whoever escalates loudest goes first Urgent work moves without teaching customers to shout. A priority queue without a visible rule becomes perceived favoritism. 01 Rule 02 Update 03 Exception Decision 1 Payment failures block revenue. Password resets are high volume but usually low risk.
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