Agents
Let support leads and managers quickly see who is available, what team they are on, and what role they have so they can route tickets, balance workload, and manage ownership.
Agent list
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Common routing workflows
Check availability
Use the directory to confirm which agents are active and which teams have coverage before assigning tickets.
Assign by expertise
Filter by team or role to route technical, billing, or priority tickets to the right owners.
Rebalance workload
Identify overloaded agents and reassign tickets to available teammates to protect SLAs.
Quick agent filters
Narrow down the directory to find the right agent for your next assignment.