Agent Workload by Team
Drill into each agent’s current load, status, and SLA risk to make informed assignment decisions.
Agents
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Quick Actions
Rebalance overloaded agents
Identify agents above your target ticket load and move tickets to underutilized teammates.
Set max tickets per agent
Define a soft cap for concurrent tickets to prevent burnout and protect SLA performance.
Review offline agents with open tickets
Find agents who are offline but still own open tickets and reassign them.
Align coverage with business hours
Compare agent timezones with SLA business hours to spot coverage gaps.
Agent Load Guardrails
Configure simple guardrails to keep workloads balanced and SLAs healthy.