01
Workload visibility
Review how work is distributed across the team using the available operational views.
CRM FEATURES / AGENT PERFORMANCE
Understand the work behind the customer experience.
Give supervisors visibility into agent workload, response activity and ticket handling, so team conversations can start with useful context.
ShuttleProExample workspaceTeam overviewIllustration
REVIEW THE WORKUnderstand workload in context
Illustrative team activity
Agent workloadContext available
Open follow-upsFor review
Case historyHuman follow-through
A MORE CONNECTED WAY TO WORK
Build a more informed coaching habit.
Look at the work in context—channel demand, handoffs and unresolved issues—when discussing how the team can improve.
02
Response activity
Understand response and handling patterns in the configured reporting setup.
03
Context for reviews
Connect performance discussions with ticket outcomes and reviewable action history.
ILLUSTRATIVE SUPERVISOR REVIEW
A better question for the next team check-in.
“Which handoffs are making it harder for the team to resolve cases?”Illustrative customer moment
- 01
Review the workload
Look at the available agent and queue activity.
- 02
Read the case context
Check ticket handling and relevant operational history.
- 03
Agree on a change
Use the review to improve assignments, knowledge or handoff rules.
A PRACTICAL FIRST STEPFit the workflow
Fit the workflow
to your business.
Your channels, your team and your existing systems shape the setup. Start with a focused workflow and build from there.
Talk through your use caseChoose useful measures
Agree which response, workload and outcome views your team needs.
Confirm reporting scope
Check available breakdowns and required configuration.
Set a review cadence
Use the views for team planning and constructive coaching.
A LITTLE MORE CLARITYGood questions.
Good questions.
Useful answers.
Can we break reporting down by brand?
Queue- and brand-level views depend on the configured setup. Confirm the reporting breakdowns required for your operation.
Can we use the views for coaching?
Yes. Review workload, response activity and case context together to identify where knowledge, assignments or handoffs can improve.
YOUR NEXT CHAPTER STARTS WITH A CONVERSATIONBring your team together.
Bring your team together.
Keep your customers closer.
Let’s build the right support workflow for your brand.