OneRosta Guides
Run 24/7 support without the scheduling headaches
Practical guides on coverage math, shift rotations, fair scheduling and moving off spreadsheets, written by a former 24/7 support lead.
Coverage Math
Emergency Leave Protocol: How to Handle Last-Minute Support Sick Calls Without Panic
A calm, step-by-step protocol for last-minute sick calls on a 24/7 support team — from checking the channel deficit to standby rotations.
5 min read
Coverage Math
Support Staffing Math: How to Calculate 24/7 Coverage Without Guesswork
Workload math for email, Erlang C for chat and phone, and shrinkage-adjusted headcount for continuous 24/7 coverage.
10 min read
Coverage Math
Shrinkage Explained: Where Your Support Team's Scheduled Hours Actually Go
What shrinkage is, how to measure it on a support team, and how to plan headcount so the rota still works when people are away.
8 min read