Team workload
Watch queue depths, agent load and conversations close to their response target on the live supervisor board, and route a waiting conversation by hand.
The Team workload board shows, live, how many conversations are waiting in your queues, how busy each agent is, and which conversations are close to or past their first-response target. Supervisors use it to spot a backlog and move work around.
Note: Owners, Admins, Supervisors, Agents and Read Only members can see the board. Owners, Admins, Supervisors and Agents can route a waiting conversation from it.
The board only has something to show once your organisation has set up departments, queues and agents in Teams & Routing.
Open the board
Go to Inbox › Team workload. The page is titled Supervisor. It refreshes on its own every few seconds.
Note: The board is limited to the departments you supervise or, if you supervise none, the ones you belong to. It is not necessarily your whole organisation. The page says so under its title.
At a glance
Four figures sit at the top:
| Figure | What it counts |
|---|---|
| Agents available | Agents whose status is Available. Only an available agent is given conversations automatically. |
| Waiting | Conversations in a queue with nobody assigned |
| Near breach | Conversations close to their first-response target |
| Breached | Conversations past their first-response target |
Queues
The Queues chart, Depth and oldest wait, shows how many conversations are waiting in each queue and how long the oldest has waited.
What is waiting
To see the conversations in one queue:
- Under What is waiting, open Choose a queue. Each queue shows how many are waiting and, if any, how many are breaching.
- Choose a queue.
Each waiting conversation shows the customer, the queue's strategy and its first-response timer. The timer can show time left, time over, or Paused with when it resumes (in the department's time zone), if the department is outside its opening hours. If the queue is empty, you'll see that everything in it has been picked up.
Route a waiting conversation
You can send a waiting conversation to another queue or a particular agent, or ask the queue to try again.
- Next to the conversation, click Route.
- In Queue, choose a different queue, or leave it empty to keep it where it is.
- In Assign to, choose an agent, or leave it empty to let the queue's strategy choose. Each agent shows how many conversations they hold out of their maximum, and their status.
- Click Route now.
The dialog tells you what happened:
- Assigned: the conversation now belongs to an agent.
- Queued: it's waiting in the queue for an agent to take it.
- Queued — nobody was available: no agent in the department could take it. It will be assigned as soon as somebody becomes available.
Click Close when you're done. An agent who isn't in the queue's department is refused.
Agent load
The Agent load section lists each agent on the roster with their status (Available, Busy, Away or Offline), a meter of open conversations against their maximum, and their departments.
Agents set their own status from the account menu. See Teams & Routing.
Related
- Take, give back and hand over conversations
- Agents report, for performance over time
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.