The 2 am inbox, measured
We looked at 41 teams' overnight queues. Most of the work that waits until morning did not need to.
Ines Varga
Customer Operations
What arrives overnight
Across 41 teams, 23% of all inbound work arrived between 18:00 and 08:00. Almost none of it was urgent, and almost all of it was routine.
What it costs
Mondays were the worst: a median of 212 items waiting at 9:00, and the first two hours of the day spent catching up.
What changed with a night shift
The median Monday backlog fell by 92%.