Overview
Round-robin, skills, and capacity points keep work balanced and fast.
Problem
FIFO assignment overloads specialists and creates long tail queues.
Solution
Agent Desk uses skills, language, sentiment, and capacity points to assign fairly and reduce backlog.
How it works
Define team calendars and holiday sets. Overflow rules move at-risk tickets to backup pools to protect SLAs.
Who is this for
WFM / Operations
Support Manager
Expected outcomes
- Lower backlog and faster response
- Happier agents with fair workloads
Key metrics
Backlog size
Baseline
1200 tickets
Target
600 tickets
P95 first response
Baseline
180 minutes
Target
60 minutes
Gallery
Downloads & templates
Case studies
Mobility app trims backlog 45%
Load-aware routing stabilized SLAs during spikes.
Transportation SMB APAC
Security impact
- Assignment metadata & agent capacity · PII: none
Compliance
- SOC2 (availability & monitoring)
Availability & next steps
Team
Pro
Enterprise