Wishful, you brought back memories of when I had to schedule staff. Each day was broken into 3 hours of staffing, by how many clients came in the year before at those hours. 90% of the time after peak it was wrong, and it was a scramble to call people in, or send some home early. They then went to calling each office every few hours wanting 3 numbers. How many preparers were in office, how many clients at desks, and how many clients in the waiting room. Depending on the answer, we were asked to send people home, or poof, another preparer from another office showed up. Usually too late, as the waiting room was empty by the time they got there.
When I started at HRB, we had to take turns with clients, if we got one that took 1/2 hour, and our coworkers got one that needed an hour or more, we had to sit idle till our turn came up again. There could be 3 of us in the back room joking around while 3-4 clients sat in the waiting room. A couple years they made a big deal out of appointments, taking them ahead of walk ins that lost a lot of walk-ins, then walk-ins had priority over appointments.
The worst thing they did was have a phone center making appointments and NOT honoring the client's request for a preparer of choice. Or a preparer having 2 appointments at the same time because the office was also making appointments. All my years of doing tax returns, staffing is still a problem hard to resolve. I've had many 3 hour shifts turn into 8 hours with no break in the day. Likewise, I've had days of surfing the Internet between clients, while clock watching.