Workload management is the process of efficiently allocating and managing work across your team. When implemented successfully, workload management can help organizations maximize their support team performance and mitigate any chaos and confusion, leading to high efficiency and employee satisfaction.


Key benefits of workload management:

  • Improved Visibility: Managers can get quick insights into who is working on what in their team and their workload level. Agents and project-only users can view their own workload across modules in a single pane of glass.
  • Manage Employee Workload: Managers can identify the right resources for assigning any work and balance the workload of overworked employees by re-assigning or re-distributing their work.


Enabling Workload Management 


How can you access the workload module?

Workload Management is currently in Beta and will be available to all our Pro and Enterprise customers by October 2022. If you have Workload Management enabled in your account, you can access it via the workload icon on the left navigation bar.



Who can access the workload module once it's enabled?

You can view your workload as well as your team’s workload based on the privileges assigned to you. 


Agents: 

  • Agents who have access to tickets, problems, changes, releases, or projects along with project-only users will by default be able to see the workload module on the left navigation bar. 

  • They will only see their own work as per their access permissions.


Managers:

You can additionally supervise your team’s workload if you have been granted a role with these permissions:

  • Manage team members’ workload - You will be able to manage the workload of all those agents who have been added as members (not observers) to the agent groups you are present in.

  • Manage project members’ workload - If you are a project manager, you will be able to manage the workload of all your project members.


Default roles such as supervisor, problem or project manager will be saved with the relevant supervisor level permissions when the workload module is enabled in an account.



Workload Basics

Before we get into the details of how you can manage workload, let's understand the basics of workload management.


What is workload?

Any work assigned in the tickets, problems, changes, releases, tasks, and projects modules contributes to the workload of agents and project-only users. When this work is planned, a day-wise summary of it is displayed in the workload module either in the form of workload count, workload hours, or percentage of working hours occupied.




What do we mean by 'planning work'?

Planning work means indicating the dates on which you will work on an item and estimating the effort (in time) required to finish it. For effective workload management, it is very important that your team plans the work assigned to them.


But before we talk about how to plan work, let’s discuss a few important terminologies related to planning:


Planning Fields

These fields are added to ticket, problem, change, release, task, and project task forms when the workload module is enabled in an account (if they are not already present by default).


  • Planned Start Date - Tentative date on which work will be started.

  • Planned End Date - Tentative date on which work will be completed.

  • Planned Effort - Estimated amount of time required to complete the work.



Planned work 

Any piece of work that has values for planned start date, planned end date, and planned effort filled is considered to be planned.


Unplanned work

Any work that has not been planned completely is considered to be unplanned.

The workload card of each person will give the count of planned and unplanned work that has not been completed yet.



How can agents and project-only members plan their work?

To plan any piece of work, you can enter the plan details while creating it or update these properties later. These fields will be available in all the task, project task, ticket, change, problem, or release forms and can be updated easily, anytime.



How can you visualize workload?

Workload can be visualized on a calendar view if it has been planned (partially or completely). You can view it by: 

  • Workload Count (Count of items) - It needs only planned dates to be filled.

  • Workload Hours (Hours/day that have been planned) - It needs both the planned dates + effort to be filled.

  • Workload Hours as % (% of working hours that have been planned) - It needs both the planned dates + effort to be filled. 


Note: An agent’s workload is displayed as per their time zone.


To help you understand this better, let's take this example:


Agent Name: John Doe's 

Working Location: London (UTC + 1 hrs)


John's Supervisor's Name: Rachel

Working Location: San Francisco (UTC - 7hrs). 


John plans to work on Ticket 'A' from 15th August 6 AM (UTC + 1 hrs in London) to 16th August 6 PM (UTC + 1 hrs in London). When Rachel views John's workload in the workload module, she will see the start date as 15th August 6 AM only even though 15th August 6 AM is actually 14th August, 10 PM in her location (San Francisco).


If Rachel decides to update the date, she will be able to view it in both her time zone and John's time zone. 

To know more about these metrics and how they are calculated, please read this article: Calculating workload.