Assignments Analytics

The Assignments analytics page helps you understand how conversations are distributed across your team. Navigate to Analytics → Assignments.

Key Metrics

Metric	Description
Total Assignments	Number of conversation assignments in the selected period
Unassigned	Conversations waiting in queue without an assigned agent
Reassignments	Conversations that were transferred between agents

Workload Distribution

Visualize how conversations are distributed across your team members. Identify agents with high workloads and those with available capacity to optimize team performance.

Time Range

Use the time range buttons in the header to analyze different periods. For a general overview, see the Analytics & Reports guide.