Agents by Workload

Give leads and managers a real-time overview of support agents—their roles, queues, and workload—so they can balance assignments, spot bottlenecks, and keep SLAs healthy.

Agents

Source: api:/api/agents

Agent	Role	Active queues	Open tickets	SLA risk	Status	Added
Alex Rivera	Agent	General, Billing	18	12% at risk	Online	2024-01-10T09:15:00Z
Priya Singh	Senior Agent	Priority, Escalations	9	4% at risk	Online	2023-11-02T14:30:00Z
Jordan Lee	Team Lead	All	3	0% at risk	Reviewing	2022-08-19T11:00:00Z

Queue Coverage & SLA Risk

General Support

12 agents • 3 at capacity

Billing

6 agents • 2 at capacity

Priority / VIP

4 agents • 1 at capacity

Quick Filters

Give leads and managers a real-time overview of support agents—their roles, queues, and workload—so they can balance assignments, spot bottlenecks, and keep SLAs healthy.

Suggested Views

Agents over capacity

See agents whose open ticket count exceeds your target threshold.

New agents (last 30 days)

Monitor onboarding progress and ensure new agents are not overloaded.

SLA-heavy queues

Identify agents primarily working in queues with tight SLAs.

Adjust Agent Load Target

Set a guideline for how many open tickets an agent should handle before being considered at capacity.