Connect to IntercomGet Visibility into Agent Workload Distribution in Intercom
In most Intercom teams, workload is not evenly distributed. Some agents handle twice as many conversations as others. This is sometimes appropriate (senior agents handle escalations); sometimes it is a routing misconfiguration or an assignment imbalance.
The manual check approach
- 1Review the Intercom Reports team view for volume by agent.
- 2Identify agents who are significantly above or below average.
- 3Adjust assignments or routing rules.
The problem: Weekly manual checks catch workload imbalances after the damage is done — the overloaded agent has already had a stressful week and their CSAT is already trending down.
With Supportman
Weekly agent volume breakdown in Slack shows conversation count per agent alongside team averages, making imbalances immediately visible.
- Enable agent volume breakdown in weekly digest.
- Volume per agent posts to Slack weekly with team average benchmark.
- Outliers are visible before they become a burnout or CSAT problem.
Is workload imbalance always a problem?
Not always — senior agents handling more volume can be intentional. The weekly breakdown surfaces the data; the interpretation is yours. What you want to avoid is systematic overload that compounds week after week.
Can Supportman automatically rebalance conversation assignments?
No — Supportman provides visibility. Assignment routing changes are made in Intercom inbox settings or via Intercom Workflows.