See how work is actually distributed across your human service agents — not just how many cases they have — so you can make better staffing, performance, and process decisions.
Trusted by
Case counts per agent
Queue size
SLA performance
❌ Actual effort per agent
❌ Who is overloaded vs underutilized
❌ Where work is actually concentrated
As a result, teams often make hiring and performance decisions based on incomplete data.
Case volume alone does not tell you how demanding your support operation really is. Real visibility helps you understand the effort behind the numbers.
Identify overloaded agents before it becomes a bigger team issue
Hire based on real demand, not just perceived pressure
Distribute effort more evenly across agents and queues
See where work is slowing down or becoming concentrated
When teams can’t see true workload, it becomes much harder to improve efficiency with confidence.
How much time each agent actually spends working
How effort is spread across the team, not just how many cases people own
Which cases and workflows require the most effort
Whether rising pressure is temporary, structural, or unevenly distributed
Many support teams assume that more cases automatically means more workload. In reality, workload depends on complexity, interruptions, context switching, and the amount of actual effort required.
Two agents may each have the same number of cases while doing very different amounts of work. Without visibility into actual effort, it is easy to misread what is really happening.
Read how to know if you actually need to hire more support agents →
Once you can see how support work is actually distributed, decisions become more grounded and much easier to justify.
Know when you truly need more agents and when the issue is elsewhere
Avoid overstaffing while uncovering hidden inefficiencies
Base decisions on real workload patterns rather than assumptions
Find where work is piling up and where operational changes will have the most impact
See Aeon2 in action or explore it on AppExchange. Choose the path that fits your buying process best.