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.
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: The number of conversations currently in an open state — waiting for an agent to reply.
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: The number of conversations currently in a pending state — waiting on a customer reply.
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 total number of assigned conversations divided by the number of currently active agents.
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 table breaks down open and pending conversations per individual agent in real time. Use it to identify agents with unusually high loads, redistribute conversations, or spot agents who are offline but still assigned conversations.