Staff management
Balancing workload before someone burns out
Work distributes itself unevenly by default. The conscientious agent takes everything.
The signal
Open the Team screen and compare open ticket counts. A spread of more than about double between the highest and the median is a problem, and the person at the top usually will not complain about it.
Fixing it structurally
Round-robin assignment on new tickets removes the “whoever grabs it” dynamic. Skills-based routing keeps it sensible. A weekly five-minute queue review redistributes anything that has drifted.
What not to do
Do not solve it by telling the overloaded person to work faster. The queue is a measurement, not a judgement.
WAS THIS HELPFUL?
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