Team
Who is working, what they are carrying, and who has capacity right now.
What is it?
A live view of staff availability, current open ticket counts, workload distribution and recent activity across the team.
Why does it exist?
Work distributes itself unevenly by default — the conscientious agent takes everything and burns out while another has capacity. Visible workload fixes that without a meeting.
How does it work?
1
Check workload before assigning anything significant.
2
Rebalance when one person is carrying disproportionately.
3
Use availability to plan cover for leave and shifts.
WHO USES IT
Team leads
Managers
WHAT MANAGEMENT ACHIEVES
Even distribution of work and early warning of the overload that precedes resignation.
In practice
A lead notices one agent holding thirty-one open tickets against a team average of twelve, and redistributes before Friday.
See this screen in the real software:
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