1-Is the whole department blocked? 2-Is the specific user blocked? 3-Is there a workaround? 4-What is the urgency x impact? Prioritize following criteria and rules, organize yourself and be prepared to face such urgencies during peak hours. Being prepared and very well organized will give you peace of mind to solve issues under pressure.

En momentos de alta demanda, priorizar es clave para mantener la eficiencia. Un buen enfoque es evaluar la urgencia y el impacto de cada consulta en función de su complejidad y la satisfacción del cliente. Además, tener procesos claros y comunicación transparente ayuda a gestionar expectativas y resolver rápidamente los casos críticos.

Traditional prioritization methods often fall short during peak hours when every inquiry feels urgent. Instead of a simple first-come, first-served approach, consider new strategies. Implement a triage system that quickly assesses the severity and impact of each inquiry. Use dynamic queuing to automatically route high-priority issues to specialized agents, ensuring they're addressed promptly. Leverage AI to analyze historical data and predict which inquiries are likely to escalate or have the biggest business impact. Prioritize these preemptively to prevent larger problems down the line. Assemble a small, highly skilled team that can quickly tackle the most urgent and complex issues.

The Healthcare model of triage, Stop the bleeding, apply fixes or work arounds and move on. Sometimes granularity can be a blocker to your success, customers wanna get back to work...figure out RCA later

1. Assess Urgency and Impact； 2. Categorize Inquiries； 3. Consider Customer Value； 4. Utilize Automation and Tools； 5. Communicate Clearly； 6. Delegate When Possible； 7. Review and Adjust； By following these steps, you can effectively manage urgent customer inquiries, ensuring that critical issues are addressed promptly while maintaining overall service quality.