Madrid Round Robin (RR) App - User Guide 🚀

Executive Summary

The Madrid RR App is a specialized real-time tool designed to optimize ticket assignment and team balancing for the IPC GSOC Madrid site. It ensures fair workload distribution, multi-timezone awareness, and seamless communication between shifts.

Who is this for?

Queue Managers (QM): The app makes the QM role easier and more transparent. No more manual tracking - the system automatically assigns tickets fairly based on workload.
All Team Members: Everyone can see their real-time ticket history and have the option to toggle their break status (ON/OFF) to stop receiving tickets temporarily.

Key Features

1. Smart Round Robin & Load Balancing

Automatic Assignment: Tickets are always assigned to the available team member with the fewest tickets across both shifts (Early and Late).
Fair Distribution: No fixed percentage rules - the system dynamically balances based on who has the least workload at the moment of assignment.

2. Multi-Timezone Dashboard

Madrid / NY Toggle: Switch the entire interface (clock, logs, headers) between Madrid and New York time with one click.
Dynamic Headers: Shift hours automatically reflect the selected timezone (e.g., 14:00-23:00 in Madrid becomes 08:00-17:00 in NY).

3. Automatic Teams Notifications 💬

Zero-Friction Alerting: When a ticket is assigned, the app automatically opens a Microsoft Teams chat with the recipient.
Pre-filled English Message: "Hi [Name], I have assigned the ticket [INC...] to you. Please check it. Thanks!"
You only need to press Enter to send.

Operational Workflow

Step 1: Assigning a Ticket

Enter the Ticket Number (INC + 8 digits).
Click "Assign Ticket".

The system assigns to the member with fewest tickets and prepares the Teams notification.

The ticket appears in the History tab, ready for you to fill in the details (optional at this point).

Step 2: Team Management

Break State: Toggle members ON/OFF to exclude them from the Round Robin temporarily.

Drag & Drop: Re-order team members or move them between Early and Late shifts instantly.
NC Point: The first position (Position 0) in each shift list is the NC slot. The "NC Point" badge appears when that position is blocked from receiving tickets:
- Early Shift: NC blocked from 14:00 to 20:00 (badge visible during this time)
- Late Shift: NC blocked from 20:00 to 01:00 (badge visible during this time)

Step 3: Fill In Ticket Details (During Your Shift)

As you work on tickets, fill in the details in the History tab for each ticket:

Go to the History tab.
Use the "Name" dropdown to filter and see only your assigned tickets.
For each ticket, fill in:
- UCN: The Unique Circuit Number or UNIGY ID
- Customer: The customer name affected
- Notes: Select a standard note (Chase Carrier, Chase A-end, etc.) or type a custom note

Step 4: Daily Handover

After the shift, navigate to the History tab.
Filter by your name to review your tickets before handover.
Mark tickets for handover (HO checkbox) and critical incidents (CI checkbox).

Click "Create Handover Email" to generate a perfectly formatted .eml file for Outlook.

Includes Critical Incidents (in bold) and a table for all other handover tickets.

Click on "Reply to All", change the "From" field to the GSOC email, add your signature at the bottom, and include the name of the person receiving the warm handshake.

Security & Data Integrity

Real-time Sanitization: Input fields block invalid characters (symbols/special chars) instantly while allowing spaces where needed.
Cloud Persistence: All data is synchronized in real-time via Firebase Firestore, so the whole team sees the same state simultaneously.
History Logs: Every action (assignment, edit, reset) is logged with a timestamp for accountability.

💡 TIP: To start using the app: Simply visit the provided URL in your browser. All your changes are saved automatically. No login required!

⚠️ IMPORTANT: Teams Setup: Ensure your Microsoft Teams app is open before assigning tickets to experience the automatic notification feature seamlessly.