Fair routing
Round robin with capacity caps. New tickets land with the agent who's actually free.
Fair routing, balanced load, complete customer history. Coach your team off data they can trust, not the loudest voice in the standup.
Round robin with capacity caps. New tickets land with the agent who's actually free.
Who has what, who's overloaded, who can take more. Real-time, no asking.
Tickets at risk surface before the SLA misses. You can reassign before it's late.
Per-agent close rate, first-reply time, ticket count. Coach off numbers, not gut feel.
Three agents replying to the same ticket. Customer gets confused. Now every ticket has one owner.
The senior person ends up with every hard ticket. Round robin with caps spreads the load.
Nobody flagged the slow ones. SLA risk surfaces visibly, not as a Monday morning surprise.
Every ticket carries the customer's full history. New agent picks it up, already informed.
Before Nairo I spent half my standup asking "who has what?" Now I open one screen, see the load, and we get to coaching instead.
Free for 3 users. Stand up a ticket pipeline with fair routing in under 15 minutes.