Put the answer to work
Which resource should we use when the operational bottleneck is unclear?
Separate demand, work time, elapsed time, rework and collected value. A full diary does not prove useful capacity. Measure avoidable waiting, rework and handoffs before assuming another hire is required. For an enquiry route, make checks, escalation and system updates explicit; for a website, review whether a suitable visitor can understand the service, evidence and next step.
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