HKT cutoffs and freeze windows
Wait-time medians can move when clocks and change freezes move—not when capacity does.
Teams in Hong Kong often mix UTC warehouse timestamps with HKT business calendars. A request that lands Friday evening can look abandoned when freeze rules paused work until Monday.
Missing freeze markers create similar ghosts: ageing tickets appear stuck while policy correctly blocked fulfilment. Capacity Signal Reviews list freeze calendars beside the chart before anyone rewrites staffing plans.
Before celebrating a wait-time drop after a tooling change, list timezone settings, freeze windows, and reopen rules. If those moved, treat the chart as suspect until you rebuild from raw events.