Who Is Over-Capacity.
Before Quality Suffers.
Agent Workload gives operations managers a complete picture of how call volume, handle time, and utilization are distributed across every agent — with burnout risk signals that surface weeks before they show up in attrition data.
Workload Metrics per Agent
Total calls, total talk time, average handle time, longest call, and calls-per-hour for every agent across Today, 7-day, and 30-day windows, with a sparkline of their recent scores. Top-20% and bottom-20% badges by call volume show who is carrying the most load at a glance.
Utilization Heatmaps
Expand any agent row to reveal a 7-day × 24-hour grid of call volume by hour. Spot scheduling gaps, peak-hour pressure points, and how workload is distributed across the day — for each individual agent.
Score Bands You Set
Every score in an agent’s sparkline is coloured strong, coachable, or critical against the score thresholds your admins configure — so a run of red sits right beside the call volume behind it.
Conversation Dynamics & Outcomes
Talk-to-listen ratios, monologue rates, topic coverage, and call-outcome distributions — for the company as a whole and per agent — so a heavy workload can be read against how the conversations themselves are going.
Handle-Time Outliers
Calls that took more than twice the agent's typical handle time for the same call type are flagged automatically — so a long installation call is not compared with a quick billing question. Each row links directly to the call so you can determine whether it was a complex issue, a coaching opportunity, or a workflow problem.
Agent Burnout Risk
Eight signals combine into one burnout risk score: a declining score trend, a declining sentiment trend, unacknowledged automatic coaching, dispute rate, call volume dropping against the agent’s own 90-day baseline, a falling compliance pass rate, inactivity, and how often their calls turn negative. Operations managers see the tier and the signals behind it, so they can intervene before a valued agent disengages or leaves.
Also Inside Business Insights
Agent Workload is one section of the broader Business Insights menu, which also includes:
Performance distribution, score trends, and quality health across the team — with drill-down into the individual calls behind every number.
Close rates, MRR by week, sales by agent, objection reasons, and service mix — extracted automatically from sales call transcripts.
At-risk customers identified from call signals — price complaints, dissatisfaction, competitor mentions — aggregated and prioritized for your retention team.
Positive vs. negative call mix over time, sentiment by agent, sentiment by call type, and the worst-sentiment calls for direct review.
Every competitor mention on a call — who, in what context, on which call — plus optional side-by-side pricing snapshots for configured competitors.
Who Benefits from Agent Workload
For the Customer
You're less likely to reach an agent who is buried in back-to-back calls and rushing — because overload gets caught and rebalanced before it shows up as a rushed or lower-quality interaction.
For the Agent
Slipping scores and sentiment, unanswered coaching, and a drop-off in your usual call volume are read together as a burnout signal, not a personal performance failing, so intervention happens instead of blame.
For the Business
Utilization heatmaps, handle-time outliers, and burnout risk signals surface capacity problems weeks before they show up in quality dips or attrition data.
What Agent Workload Analytics Look Like
Workload Visibility That Prevents Burnout
Book a demo and we'll show you what your team's workload distribution actually looks like — and which agents are carrying more than their share.
Request a DemoNo commitment. Available to managers and admins.