With the new Workload Distribution feature in Hiver, you can easily and quickly optimize your team’s workload for maximum efficiency and faster responses to your customers.
For each View that you have created in Hiver, you can switch to Workload Distribution mode and see how conversations from a specific customer or an issue are distributed within in your team in a single glance.
This would help you to:
- Quickly analyze how the team is loaded and if you need to re-assign conversations
- Find any unassigned conversations and assign them immediately for creating accountability for those conversations
- Analyse SLA violated conversations for each assignee at any point of time and rally your team accordingly