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Team Workload

The workload view helps Team Leads compare agent capacity, spot overload, and preview how selected tickets would be distributed.

Reading the workload table

Open Workload from the team view menu. Each row shows an agent's active tickets, tickets resolved today, average resolution time, configured capacity, utilization, and presence status. Filter by online, offline, away, or overloaded agents and sort by the metric that matters.

Capacity is configured per project member. Utilization compares active work with that capacity; it is an operational signal, not a performance score.

Distributing tickets

Choose unassigned or selected tickets and one of three strategies:

  • Round robin rotates evenly through eligible agents.
  • Balance considers current capacity and utilization.
  • Least loaded favors agents with the fewest active tickets.

Preview shows each agent's current and resulting ticket count and utilization. Review the preview before applying; the assignment change happens only after confirmation.

Automation rules and workflow action steps can use balanced assignment for new work. See Automation and AI Ticket Workflows.

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