Agent roster
Filter by team, role, and status to understand who can take on more work.
Agents
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Load balancing suggestions
Reassign from overloaded agents
Identify agents with 15+ open tickets and move low-priority tickets to agents under 5 open tickets.
Protect high-priority SLAs
Route P1 and P2 tickets to your most experienced agents or team leads during peak hours.
Pair new agents with seniors
Have new agents shadow senior agents on complex tickets to reduce time-to-resolution.
Create a daily triage owner
Assign one agent per shift to own triage for new tickets and keep the inbox clean.
Agent management
Add new agents, update roles, and keep your roster aligned with your support model.
Add / update agent
Use this form to quickly add a new agent or adjust an existing agent’s role, team, or status.