Workload

Live conversation workload, teammate availability, capacity limits, and managed away reasons for large support teams.

Get a live workload snapshot

GET/v2/workload

ModelsExpand Collapse

WorkloadListResponse object { admins, generatedAt, object, 2 more }

admins: object { data, nextCursor, object }

data: array of object { adminId, assignmentLimit, atCapacity, 7 more }

adminId: string

assignmentLimit: AssignmentLimit { adminId, effectiveLimit, limit, 3 more }

adminId: string

effectiveLimit: number

limit: number

mode: "inherit" or "custom" or "unlimited"

One of the following:

"inherit"

"custom"

"unlimited"

object: "assignment_limit"

paused: boolean

atCapacity: boolean

availability: AdminAvailability { adminId, automatic, away, 5 more }

adminId: string

automatic: boolean

away: boolean

changedAt: string

formatdate-time

lastActiveAt: string

formatdate-time

object: "admin_availability"

reason: object { id, label }

id: string

label: string

reassignReplies: boolean

idleCount: number

minimum0

inboxes: array of object { assignmentLimit, atCapacity, idleCount, 4 more }

assignmentLimit: number

atCapacity: boolean

idleCount: number

minimum0

openCount: number

minimum0

snoozedCount: number

minimum0

teamId: string

waitingCount: number

minimum0

object: "workload_admin"

openCount: number

minimum0

snoozedCount: number

minimum0

waitingCount: number

minimum0

nextCursor: string

object: "list"

generatedAt: string

formatdate-time

object: "workload"

summary: object { avgWaitMs, awayReasonBreakdown, closedToday, 8 more }

avgWaitMs: number

minimum0

awayReasonBreakdown: array of object { count, reason }

count: number

minimum0

reason: string

closedToday: number

minimum0

idleConversations: number

minimum0

idleThresholdMinutes: number

exclusiveMinimum0

longestWaitingMs: number

minimum0

openConversations: number

minimum0

snoozedConversations: number

minimum0

unassignedConversations: number

minimum0

waitingConversations: number

minimum0

waitingFirstReplyConversations: number

minimum0

teams: array of object { assignedCount, assignmentLimit, atCapacityCount, 14 more }

assignedCount: number

minimum0

assignmentLimit: number

atCapacityCount: number

minimum0

avgWaitMs: number

minimum0

awayCount: number

minimum0

closedToday: number

minimum0

idleCount: number

minimum0

longestWaitingMs: number

minimum0

memberCount: number

minimum0

name: string

object: "workload_team"

openCount: number

minimum0

queuedCount: number

minimum0

snoozedCount: number

minimum0

teamId: string

waitingCount: number

minimum0

waitingFirstReplyCount: number

minimum0