Agents
Give support leads and managers a clear view of agent availability, workload, and performance so they can balance the queue and protect SLAs.
Agent roster & workload
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Load balancing suggestions
Reassign from overloaded agents
Identify agents with significantly higher open ticket counts and move low-priority tickets to teammates with spare capacity.
Route at-risk SLA tickets to seniors
Filter by at-risk SLA and assign those tickets to senior agents or specialists who can resolve them faster.
Respect timezones for follow-ups
Use agent timezones to avoid assigning urgent work to agents who are currently offline or outside business hours.
Quick agent update
Make a fast change to an agent’s availability or max load without leaving this page.