Philippines staffing research · Updated
What does queue age hide when work changes state?
Compare created-time age with active, held, owner-waiting, and reopened intervals.
Research question: How do queue-age conclusions change when elapsed time is separated by observable state?
Scope: twelve weeks of eligible items in one queue with timestamped history and a versioned state dictionary.
Methodology: Preserve transitions, define clock rules before review, and calculate total elapsed plus active, held, owner-waiting, system-waiting, and reopened time.
Unit of analysis: one eligible item from creation through terminal state or study cutoff. Stable identifiers prevent messages and edits from inflating the denominator.
Classification: active, awaiting evidence, awaiting owner, scheduled wait, system block, reopened, complete, or unclassifiable. Observable states remain separate from causal judgment.
Measures: counts and denominators, state-duration distributions, censoring, transitions, aged population, and reopen contribution. Report counts, denominators, distributions, and missingness.
Validation: Reconstruct sampled timelines from raw events and test shift, weekend, reassignment, and cutoff boundaries.
A Philippines-based specialist may collect permitted records and apply the frozen codebook. Internal owners retain privacy, security, legal, financial, employment, policy, and customer-remedy decisions.
Use named access, minimum necessary data, documented retention, and de-identified reporting where practical. Record exclusions before outcome review.
Inference limits: Durations show where observed time accumulated; they do not prove why a state lasted or predict another queue.
Limitations: Missing transitions misallocate time, labels may be late, and the period may omit peaks.
Conclusion: Publish total age beside state-specific time and missing-history rates.