Measure moderator workload during busy periods

Moderator workload includes reading, classifying, checking and correcting questions, not only the number of messages that receive a reply.

A practical procedure

1. Define task categories and sample a consistent busy-period window.

2. Record task counts, time spent and questions deferred during that window.

3. Review bottlenecks alongside error or correction notes before changing staffing or queue rules.

Worked example: a fictional session

A fictional moderator spends more time checking variant compatibility than reading duplicates, so the team improves the compatibility reference first.

Check the limits

A high message count does not necessarily mean high workload when many messages need no action.