Agents by team and workload

Give managers and team leads a clear view of all support agents, their roles, teams, and workload so they can manage coverage, staffing, and ownership of tickets.

Agents

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Team health by segment

US Enterprise

High-value accounts with strict SLAs.

EMEA Support

Mixed SMB and mid-market customers.

APAC Support

Growing volume during local business hours.

Quick filters

Give managers and team leads a clear view of all support agents, their roles, teams, and workload so they can manage coverage, staffing, and ownership of tickets.

Common agent views

Overloaded agents

Agents with more than 25 open tickets or 5+ at-risk SLAs. Rebalance their queues.

New hires

Agents added in the last 30 days. Check that they have the right access and training.

Inactive accounts

Agents marked inactive but still owning tickets. Reassign and clean up ownership.

Filter agents

Narrow down agents by team, role, and status to focus on a specific segment.