The workload module shows you your day-wise workload and, if you have the permission to manage others, the workload of all those people as well.
Let's see how you can change your workload views or filter your work.
By default, you will see the daily workload count of each person. If any work has a planned start or end date, it appears in the count for that day.
Know more about automating the filling of Planned Start Date and Planned End Date fields here.
For example: If a ticket only has the planned start date entered as 26th June, it will be counted only on 26th June. If the end date of 30th June is also present, it will appear in the count of all the days from 26th to 30th June.
You can switch the view to see the workload hours or the workload hours as percentage.
To understand how these metrics are calculated, you can refer to this solution article: Calculating workload
You can expand each person’s card to view their workload on a Gantt chart. If it’s a non-working day/holiday, planned effort will not be attributed to that day.
When you hover on the gantt bar, you can update planning dates easily by extending the bars. This makes the overall planning of start & end dates simpler.
When you extend the gantt bars beyond the current week, the planned end date is by default set to the first day of the next week. You can continue to extend in order to plan the end dates. The workload count does not get updated visually after the gantt bar is extended. To view the updated work calendar, you can click outside the bar to refresh the count.
Navigating to another week/date
To navigate to the next week or previous week, click on the navigation arrows (<) (>) next to the date tab.
Note: At any point, you can view the back-dated data only till the start of the previous month.
You can also update the URL to navigate to a different week.
The color of each cell indicates how overworked or underworked the agents are on that day. By default these colors indicate:
Admins can change the levels at which the agents are considered to be overworked or underworked. Read this article to know more.
Filtering team to view the workload of only specific people
Managers can filter people by applying group or project-level filters or by selecting people directly.
To do so, click on the filter icon next to 'Team's workload'
Filter people based on the Agent Group or Projects they are a part of.
You can also selectively filter out specific people by using the “People” option.
Filtering workload by the type of work
To view workload on the basis of the type of work:
- Click on the filter icon on the top-right of the screen.
- Select the type of work in the Filter calendar by pop-up box. When this filter is applied, only the work related to the types selected will appear on the calendar. Additionally, only the selected work-types will appear in the "Manage Workload" section and "Unassigned Work" section.
- The low, optimal and high workload conditions will be applied only to the filtered work in this case.