Coverage Plan

May
2026.

Twelve agents across three rotating shifts deliver continuous Spanish and Portuguese coverage, 24 hours a day, seven days a week. French support now spans mornings, nights, and most evenings. This plan documents the rotation, flags single-point-of-failure windows, and confirms mitigation paths during Judith Miranda's PTO.

Prepared by Wadi Martinelli · Team Lead, QA
Period May 1 – 31, 2026
Platform BrandBastion Platform · Helsinki timezone
01 At a Glance

The month in four numbers.

Snapshot · May 2026
Team Size
12agents
Twelve agents across three rotations
Rotations
3shifts / day
Night · Morning · Evening — Helsinki time
ES / PT Coverage
24/7
Continuous across all shifts, all seven days
FR Coverage
15/ 21 shifts
Tue/Fri/Sat full day · N+M on Wed/Thu · E only Sun/Mon
02 Language Coverage

24-hour coverage, three languages.

A Tuesday, end-to-end. Solid blocks show at-least-one-agent language availability at that hour. Tuesday is the only day with full 24-hour French coverage; other days have language-specific gaps flagged in the rotation below.

Tuesday · standard week
A Tuesday, hour by hour — full FR coverage.
Helsinki · 00 – 24
00010203 04050607 08091011 12131415 16171819 20212223
Spanish
Night · Morning · Evening · 24h
Portuguese
Night · Morning · Evening · 24h
French
Bernardo · Night
Aymen · Morning
Imane · Evening
Spanish staffed Portuguese staffed French staffed
How to read Language coverage, not agent count

Each bar shows at-least-one-agent availability for that language at that hour. ES and PT show continuous staffing via overlapping shifts; FR is single-speaker per covered window.

FR gaps — two windows Sun/Mon mornings and Wed/Thu evenings

With Aymen on morning shift (Tue–Sat), French runs continuously on Tue/Fri/Sat. The remaining gaps are Sun/Mon mornings (Aymen off) and Wed/Thu evenings (Imane off). On Sun/Mon only the evening shift has French coverage. Tickets in uncovered windows should route to the nearest covered shift.

03 Weekly Rotation

The standard week — every shift, every day.

Each cell names the agent(s) staffed for that shift on that day. Color-coded language chips show the languages that agent handles. The coverage row at the bottom confirms at-least-one-agent staffing by language.

All weeks except May 6 – 22
MondayMON
TuesdayTUE
WednesdayWED
ThursdayTHU
FridayFRI
SaturdaySAT
SundaySUN
Night 00:00 — 08:00
Erick GarciaES
Mhurilo dos SantosPT
Erick GarciaES
Mhurilo dos SantosPT
Bernardo PaivaPTESFR
Erick GarciaES
Bernardo PaivaPTESFR
Erick GarciaES
Bernardo PaivaPTESFR
Mhurilo dos SantosPT
Bernardo PaivaPTESFR
Mhurilo dos SantosPT
Bernardo PaivaPTESFR
Erick GarciaES
Mhurilo dos SantosPT
Morning 07:45 — 16:00
Luis RodriguesPT
Andrea SalgueroESPT
Luis RodriguesPT
Andrea SalgueroESPT
Sara PintoPTES
Aymen El HouriFR
Luis RodriguesPT
Andrea SalgueroESPT
Sara PintoPTES
Aymen El HouriFR
Luis RodriguesPT
Andrea SalgueroESPT
Sara PintoPTES
Aymen El HouriFR
Sara PintoPTES
Aymen El HouriFR
Sara PintoPTES
Aymen El HouriFR
Luis RodriguesPT
Andrea SalgueroESPT
Evening 15:45 — 00:00
Judith MirandaES
Aleksander ResillasESPT
Imane HerchiFR
Judith MirandaES
Aleksander ResillasESPT
Queenie NezaES
Sara de CarvalhoPT
Imane HerchiFR
Judith MirandaES
Aleksander ResillasESPT
Queenie NezaES
Sara de CarvalhoPT
Judith MirandaES
Aleksander ResillasESPT
Queenie NezaES
Sara de CarvalhoPT
Queenie NezaES
Sara de CarvalhoPT
Imane HerchiFR
Queenie NezaES
Sara de CarvalhoPT
Imane HerchiFR
Judith MirandaES
Aleksander ResillasESPT
Imane HerchiFR
Coverage
ES · 24h PT · 24h FR · E
ES · 24h PT · 24h FR · 24h
ES · 24h PT · 24h FR · N+M
ES · 24h PT · 24h FR · N+M
ES · 24h PT · 24h FR · 24h
ES · 24h PT · 24h FR · 24h
ES · 24h PT · 24h FR · E
How to read Coverage pills show language staffing

ES · 24h and PT · 24h confirm continuous coverage. FR · 24h appears on Tuesday, Friday, and Saturday (all three shifts covered). FR · N+M covers Wed and Thu (Imane off evenings). FR · E marks Sun and Mon when only Imane's Evening shift provides French.

04 PTO Impact

Judith's absence — May 6 through May 22.

Judith Miranda is on 17-consecutive-day PTO. Aleksander and Queenie together carry Tuesday through Thursday evenings. The four dates below marked sole coverage — May 10, 11, 17, 18 — are Sunday and Monday evenings within the PTO window, when Queenie is also off and Aleksander is the only Spanish speaker on the evening rotation.

12 working days out · 17 calendar days
May 2026
31 days · week starts Monday
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Fri
1
Sat
2
Sun
3
Mon
4
Tue
5
Wed
6
PTO
Thu
7
PTO
Fri
8
PTO
Sat
9
PTO
Sun
10
Sole ES
Mon
11
Sole ES
Tue
12
PTO
Wed
13
PTO
Thu
14
PTO
Fri
15
PTO
Sat
16
PTO
Sun
17
Sole ES
Mon
18
Sole ES
Tue
19
PTO
Wed
20
PTO
Thu
21
PTO
Fri
22
Sat
23
Sun
24
Mon
25
Tue
26
Wed
27
Thu
28
Fri
29
Sat
30
Sun
31
Aleksander sole ES (evening) Judith PTO (others cover) Judith's regular off (Fri/Sat) Standard rotation
Sole ES Evenings
4
evenings during the PTO window with a single Spanish speaker on shift
Critical dates
Sun May 10 Mon May 11 Sun May 17 Mon May 18
Evenings when Queenie is also off (Sun/Mon) and Judith is on PTO, leaving Aleksander as the only Spanish-capable agent on the evening rotation.
Mitigation Primary + escalation paths

Monitor Aleksander's case volume via Astra on the four sole-ES evenings. If he becomes unavailable on short notice, Andrea Salguero (ES/PT, Morning) can flex into a late-afternoon handoff. Escalation contact: Wadi Martinelli.

05 Team Roster

Twelve agents. Three rotations. One rhythm.

Full team composition by shift, region, language, and days off. Cards group by rotation band for fast scanning.

12 agents · 3 shifts
JM
Judith Miranda PTO May 6–22
Mexico
Langs ES Shift Evening · 15:45 — 00:00 Off Friday & Saturday
AR
Aleksander Resillas
Mexico
Langs ESPT Shift Evening · 15:45 — 00:00 Off Friday & Saturday
QN
Queenie Neza
Mexico
Langs ES Shift Evening · 15:45 — 00:00 Off Sunday & Monday
SC
Sara de Carvalho
Brazil
Langs PT Shift Evening · 15:45 — 00:00 Off Sunday & Monday
IH
Imane Herchi
Morocco
Langs FR Shift Evening · 15:45 — 00:00 Off Wednesday & Thursday
SP
Sara Pinto
Portugal
Langs PTES Shift Morning · 07:45 — 16:00 Off Sunday & Monday
LR
Luis Rodrigues
Portugal
Langs PT Shift Morning · 07:45 — 16:00 Off Friday & Saturday
AS
Andrea Salguero
Portugal
Langs ESPT Shift Morning · 07:45 — 16:00 Off Friday & Saturday
AH
Aymen El Houri
Morocco
Langs FR Shift Morning · 07:45 — 16:00 Off Sunday & Monday
BP
Bernardo Paiva
Brazil
Langs PTESFR Shift Night · 00:00 — 08:00 Off Sunday & Monday
EG
Erick Garcia
Mexico
Langs ES Shift Night · 00:00 — 08:00 Off Friday & Saturday
MS
Mhurilo dos Santos
Philippines
Langs PT Shift Night · 00:00 — 08:00 Off Wednesday & Thursday