Workforce management

Coordinate efforts among your team members to deliver an exceptional customer experience.

Balance your workload and monitor your team to give your customers an exceptional experience.

Assign tickets to a team, rather than an individual so your team knows exactly which tickets they should be handling.

View team performance in ticket reporting.

Create inboxes for specific teams that dynamically update as you add and remove members to your teams.

Distribute tickets to team members based on a round-robin or least-busy agent strategy.

Reassign tickets based on shift schedules, customer wait times, and teammate availability.

Define the maximum number of tickets any agent can be assigned at a given time

Ensure optimal ticket balance among teammates by creating and monitoring online shifts.

Track and approve or decline when teammates are off their normal shifts.

Track teammates’ online/offline status so that they have flexibility in start and end times for their shifts.

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