It would be helpful to update the live support calendar and let your members know if support won’t be available for a session. I was looking for some help and literally was checking in all day (3/9) long and ever session was unavailable. Jack did send an update on one of his; however the others did not.
I know “stuff happens” but when you publish a schedule, the member is expecting it to be staffed. Better to put a Red X through it and say, sorry issues have prevented coverage/whatever.
Not wanting to get anyone in trouble, as I wake my east coast arse up early today (day light savings ) to catch PC as he has been so helpful in the past.
Again- better back-office communication amongst the staff to let the members know the session is unavailable goes a long way.