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A construction software company gave managers live visibility into agent workload and SLA risk to inform staffing decisions.
A construction software company could not connect its SLA breaches to staffing levels or agent workload.
Managers needed real-time metrics from Salesforce to make capacity decisions, but the information they had arrived too late to act on and did not show how work was distributed across the team.
The Case Flags Switchboard view supports load balancing and capacity evaluation, and Case Flags data reports natively in Salesforce for real-time metrics.
Managers gained insight into which cases needed responses, and the team reduced cases per agent.
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