Looking for improved notifications on agent support ticket capacities being hit.
Currently, there is a visual element that shows an agent is at capacity. At large scale, this is only slightly useful but requires manual monitoring.
Ideally, notifications that could be sent out to a subset of HS users (managers, TLs) when an agent hits capacity would be useful for us, to enable opening up capacities before this threshold is hit.
Currently workflows don’t include this ‘capacity measure’ to build these notifications off of. Either a more robust notifications system tied to capacity or the inclusion of capacity metircs in workflows would be useful - for awareness and capacity adjustments.