Absence Routine — Team-Specific Guidelines

Internal · Updated July 2026

What this article covers

Team-specific guidelines for how to organise work and responsibilities when team members are absent. Each team has a different setup, customer group, and daily structure — these guidelines reflect that. Always refer to the general absence routine article for overall priorities, meetings, training, and phone rules.

French Team

If 1 team member is absent:

  • The remaining agent focuses on: B2B quotes, reconnections (customer inquiries and quote follow-ups), active quotes, contract customers.
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped until fully staffed: Trustpilot, Paused Tab.
  • No workout during working hours (except the training hour).
  • Team Lead discusses with the remaining agent if other arrangements are needed.

If both team members are absent:

  • Team Lead arranges support — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.
  • Focus remains the same: B2B quotes, reconnections, active quotes, contract customers.
  • Non-urgent French tasks are paused.

Scandi Team

If 1 team member is absent:

  • If Support Agent is absent → reallocate support tasks between Relational Agents.
  • 1 agent focuses on: inbox stability, order placement for contract customers, Slack, B2C cases.
  • 2 Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped if high workload: Trustpilot, Paused Tab.
  • No workout during working hours (except the training hour).
  • Linnéa → inform Project & Sales Process Lead and Sales that she will not be able to handle Special Channel.

If 2 team members are absent:

  • If Support Agent is absent → reallocate support tasks between Relational Agents.
  • Support agent focuses on: inbox stability, order placement for contract customers, handling smaller B2B quotes together with Relational Agents, Slack (discuss with Team Lead if support from colleagues is needed).
  • Relational Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped until fully staffed: Trustpilot, Paused Tab.
  • No workouts during working hours — training hour must be taken before or after the work shift.
  • Linnéa → inform Project & Sales Process Lead and Sales that she will not be able to handle Special Channel.
  • Use internal notes in SignAdmin and Zendesk as much as possible.
  • Team Lead discusses arrangements — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.

If 3 team members are absent:

  • Team Lead ensures enough staffing — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.
  • If Support Agent is absent → reallocate support tasks between Relational Agents.
  • Support agent focuses on: inbox stability, order placement for contract customers, handling smaller/mid-sized B2B quotes together with Relational Agents, Slack (discuss with Team Lead if support from colleagues is needed).
  • Relational Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped until fully staffed: Trustpilot, Paused Tab, Morning Routine (handled by another agent), Slack (handled by other resources).
  • No workouts during working hours — training hour must be taken before or after the work shift.
  • Linnéa → inform Project & Sales Process Lead and Sales that she will not be able to handle Special Channel.
  • Use internal notes in SignAdmin and Zendesk as much as possible.

UK Team

If 1 team member is absent:

  • If Support Agent is absent → reallocate work between Relational and Sales Agents.
  • Support agent focuses on: inbox stability, repetitive inquiries, Slack, B2C quotes.
  • Relational Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Sales Agent focuses on: B2B quotes, reconnections, Special List, contract customers, After Calls (discuss with Head of CX if this needs to be deprioritised).
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped if high workload: Trustpilot, Paused Tab, Sales activities.
  • No workout during working hours (except the training hour).
  • James → inform Project & Sales Process Lead and Sales colleagues that he will not be able to handle Special Channel.
  • Team Lead discusses arrangements — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.

If 2 team members are absent:

  • Team Lead ensures enough staffing — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.
  • All focus goes to inbox and Relational Agent tasks (including Sales and Support): B2B quotes, reconnections, Special List, contract customers.
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped if high workload: Trustpilot, Paused Tab, Sales activities, Morning Routine (handled by another agent), After Calls (resume when fully staffed), Slack (handled by other resources).
  • No workouts during working hours — training hour must be taken before or after the work shift.
  • James → inform Project & Sales Process Lead and Sales colleagues that he will not be able to handle Special Channel.
  • Use internal notes in SignAdmin and Zendesk as much as possible.

German Team

If 1 team member is absent:

  • If Support Agent is absent → reallocate work between Relational Agents.
  • Support agent focuses on: inbox stability, repetitive inquiries, Slack, B2C quotes.
  • Relational Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Sales Agent focuses on: B2B quotes, reconnections, Special List, contract customers, After Calls (discuss with Head of CX if this needs to be deprioritised).
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped if high workload: Trustpilot, Paused Tab, Sales activities, Morning Routine (handled by another agent), After Calls (resume when fully staffed), Slack (handled by other resources).
  • No workout during working hours (except the training hour).
  • Janina → inform Project & Sales Process Lead and Sales colleagues that she will not be able to handle Special Channel.
  • Team Lead discusses arrangements — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.

If 2 team members are absent:

  • Team Lead discusses arrangements — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.
  • Support agent focuses on: inbox stability, smaller B2B quotes, Slack, repetitive inquiries and B2C cases (primarily handled by supporting colleague, Team Lead, or other teams).
  • Relational Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Sales Agent focuses on: B2B quotes, reconnections, Special List, contract customers, After Calls (discuss with Head of CX if this needs to be deprioritised).
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped if high workload: Trustpilot, Paused Tab, Sales activities, Morning Routine (handled by another agent), After Calls (resume when fully staffed), Slack (handled by other resources).
  • No workouts during working hours — training hour must be taken before or after the work shift.
  • Janina → inform Project & Sales Process Lead and Sales colleagues that she will not be able to handle Special Channel.
  • Use internal notes in SignAdmin and Zendesk as much as possible.

If 3 team members are absent:

  • Team Lead ensures enough staffing — first option: another colleague or Hugo/Anna. Second option: Team Lead supports and/or speaks with CX Leads.
  • Support agent focuses on: inbox stability, smaller B2B quotes, Slack, repetitive inquiries and B2C cases (primarily handled by supporting colleague, Team Lead, or other teams).
  • Relational Agents focus on: B2B quotes, reconnections, Special List, contract customers.
  • Sales Agent focuses on: B2B quotes, reconnections, Special List, contract customers, After Calls (discuss with Head of CX if this needs to be deprioritised).
  • Repetitive inquiries and B2C cases — SLA of up to X days.
  • Skipped if high workload: Trustpilot, Paused Tab, Sales activities, Morning Routine (handled by another agent), After Calls (resume when fully staffed), Slack (handled by other resources).
  • No workouts during working hours — training hour must be taken before or after the work shift.
  • Janina → inform Project & Sales Process Lead and Sales colleagues that she will not be able to handle Special Channel.
  • Use internal notes in SignAdmin and Zendesk as much as possible.