Untracked requests may make up half of a team's real workload

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Operations dashboards count only work that enters the official system, so they miss requests that arrive through WhatsApp, hallway conversations, or direct phone calls. These untracked requests have no priority, no shared record, and no clear owner, so customers often wait longer and repeat themselves. Teams can look fully staffed while missing demand because the dashboard sees only part of it. The article suggests routing every request through one entry point and checking how many untracked requests staff handled in a typical day. The author's firm, OCTYN, builds systems intended to capture work arriving through all channels.

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