End of Day Wrap-up

The last VA shift of the day has additional responsibilities beyond the standard handoff. Complete these tasks before signing off.

End-of-Day Checklist

Service Completion Verification (10 minutes)

1. Review all bookings scheduled for today
2. Verify each booking has a status of "Completed" or "Cancelled" (no "In Progress" left open)
3. For any booking still showing "In Progress":

• Contact the crew to confirm status
• If completed, update the status manually
• If still in progress (late job), note in the handoff for the morning VA

1. Verify all completed bookings have generated invoices

Unresolved Issues Summary

1. Count open tickets created today
2. Count tickets resolved today
3. Note any P1 or P2 issues that remain open
4. Escalate any overnight-critical issues to the on-call manager

Communication Close-Out

1. Reply to any unanswered customer emails from today (at minimum acknowledge receipt and set expectations)
2. Close chat conversations with a clear next-step message
3. Ensure no customer is left waiting for a response overnight

Next-Day Preparation

1. Review tomorrow's booking schedule
2. Flag any bookings that need attention:

• First-time customers (send a prep email if not already sent)
• Customers with special instructions that crew should review
• Bookings in zones with known access challenges

1. Note any crew scheduling gaps for morning dispatcher review

Daily Metrics Report

At the end of the last shift, compile the daily metrics:

Metric	How to Calculate
Total calls	Sum from phone system dashboard
Average handle time	Total call time / number of calls
Bookings created	Count from today's booking log
Bookings modified	Reschedules + cancellations + changes
Tickets created	Count from ticket system
Tickets resolved	Count from ticket system
Escalations	Count of issues sent to managers
Customer satisfaction	Average from any post-call surveys

Post the daily summary in the metrics channel using the standard format.

Closing Procedures

1. Post the final handoff note for the morning VA
2. Post the daily metrics report
3. Set your status to "Offline"
4. Log out of all systems (dashboard, phone, chat)
5. Complete your timesheet entry
6. Sign off in the team channel: "EOD [Your Name] — all clear" (or note any overnight concerns)