The Workload Management report is your tool for tracking and managing the flow of work within your Trengo account. Use it to identify patterns, allocate resources efficiently, and optimize your support operations. For a more detailed exploration of each metric and how to leverage them effectively, check out the deep dive pages linked within the report.

Time Range Selection

At the top-right corner of the report, you'll find a time filter that allows you to select a time range. By default, it displays data from the last 7 days. When you choose a specific time range, the report instantly updates to reflect the selected period.

Key Metrics and Graphs

1. Created Conversations

"Created Conversations" shows the total number of conversations created within the selected time period.

2. Closed Conversations

The "Closed Conversations" metric provides the total number of conversations that were closed during the selected time range.

3. Reopened Conversations

"Reopened Conversations" counts the conversations that were created within the selected time range, closed, but have been reopened and are currently open.

4. Workload Management Graph

This graph, based on the selected time period, displays the hourly, daily, weekly, monthly, or yearly ticket count of created and closed conversations for a clear picture of how your workload fluctuates over time.

5. Average Conversations Created Graph

The "Average Conversations Created" graph displays the average distribution of tickets created within the selected time period, categorised by hour and day. This provides valuable insights into peak activity hours and busiest days.

Filters for Custom Insights

The Workload Management report allows you to apply filters for customised insights:

  • Teams: Filter tickets to show only those assigned to a specific team to gain insights into their current workload.
  • Channels: Isolate tickets associated with a specific channel, making it perfect for reviewing individual channel workloads.
  • Conversation Direction: Choose whether to focus on conversations created by your customers, your agents, or view all conversations regardless of the initiator.
  • Labels: View tickets with applied labels to help you manage and prioritise specific types of tickets effectively.