Analytics: Assignments
Monitor team workload distribution, assignment patterns, and queue management.
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.