Total Tickets (7d)
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all statuses
Queued Now
—
awaiting agent
In Progress
—
assigned + active
Resolved (7d)
—
avg —m resolution
New Incoming Ticket
AI will auto-assign to best agent
Ticket Queue
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Caller
Language
Type
Priority
Assigned To
Status
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Live Agent Workload
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How Auto-Assignment Works
50 pts
Language Match
Proficiency × 4 + base 30. No match = −20 penalty.
Proficiency × 4 + base 30. No match = −20 penalty.
40 pts
Specialization
Issue type expertise (billing, sales, tech…).
Issue type expertise (billing, sales, tech…).
20 pts
Availability
Fewer active tickets = more capacity.
Fewer active tickets = more capacity.
20 pts
Performance
CSAT score + resolution rate history.
CSAT score + resolution rate history.