The team workload widgets on the Home Dashboard show the live state of your support queue — how many conversations are assigned, open, and pending right now. Unlike the other dashboard metrics, workload numbers reflect the current moment, not the selected date range.
Total assigned
What it measures: The number of conversations currently assigned to an agent across the whole team. It equals Total open plus Total pending.
Use this to see how much work your team is actively holding. A high number relative to your team size may indicate agents are carrying too many conversations at once.
Total open
What it measures: Open conversations assigned to a human agent right now. Unassigned conversations and conversations the AI agent is handling aren't counted, so this number can be lower than the Open count in your inbox.
Open conversations are actively in your queue. A rising open count may mean conversations are coming in faster than they're being handled.
Total pending
What it measures: Conversations in your inbox's Pending list that are assigned to a teammate right now. Unassigned conversations and conversations the AI agent is handling aren't counted.
Pending conversations are on hold until the customer responds. They don't require immediate action from your team but should be monitored in case they go stale.
Average per agent
What it measures: The conversations assigned to human agents right now, divided by the number of users on your account, whether or not they are online.
This gives you a sense of the average load each agent is carrying right now. Use it to spot when the team is overloaded and may need reinforcement or reassignment.
Workload by agent
The Workload by agent tile, under Team workload and assignment on the Home Dashboard, has one row per agent:
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Assigned: open and pending conversations assigned to that agent right now.
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Open: how many of those are open.
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Pending: how many of those are in the Pending list.
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Workload: how the agent's assigned count compares with the team average, shown as Idle, Light, Moderate or Heavy.
The date range doesn't apply to this tile. Unassigned conversations and conversations the AI agent is handling aren't counted.
The table shows the current moment only. There is no report of how many tickets were assigned to an agent on a past day or week.
Use it to answer "how many conversations does each agent have right now". The Agents report covers a period and has no current count. If the tile isn't on your dashboard, see Customizing your Home Dashboard.
To open one agent's queue as a list, create a view with Assignee name Equal to that agent and Status Equal to Open. How to create a view →