Managing growing support teams can get messy fast. That’s why we created a dedicated panel for Coordinators—the people who keep your Help Desks running smoothly.
From a single view, Coordinators can now monitor agent workloads, view open and assigned requests across their teams, and reassign tickets when needed. It’s real operational visibility, without the noise.
What Problem Does It Solve?
Until now, visibility across requests was mostly limited to individual agents. This made it hard for managers, supervisors or team leads to step in, track progress, or balance workloads—especially during high-volume periods or when agents are absent.
The Coordinators Panel solves this by enabling:
- Centralized tracking of all service requests within a Help Desk
- Reassignment of requests among agents from the same group
- Visibility into key performance metrics (e.g., resolution times, satisfaction scores)
- Apply filters to focus only on what matters—whether it’s a specific agent, service, or period.
It’s built for leaders who need oversight and flexibility—without switching between screens.
What’s Included
The panel has two key sections:
Dashboard
- View metrics like:
- Total request volume
- Average assignment and resolution time
- Average satisfaction score
- Filter by group, agent, date and service item.
- Visualize status distribution and agent performance
Requests
- View all active and unassigned requests from teams under your Help Desk
- Reassign requests between agents in the same Group
- Filter by service type, request status, agent, requester, group, and employee type
- Access the full request history and interactions
Coordinators Panel in Action
Wondering how this can make a real difference in your daily operations? Here are a few examples:
- “Camila is out sick—can I move her open tickets to someone else?”
→ Yes. Head to the Requests tab and reassign them in just a few clicks. - “Are response times improving in the Onboarding Help Desk?”
→ Check the Dashboard and compare average resolution times week over week. - “Can I see how many tickets are pending for each agent?”
→ Use the Agent view to spot imbalances and redistribute work. - “Is my team responding accurately and in a timely manner?” → Review their CSAT scores, assignment and resolution metrics—all in one place.
Start Using It
For Coordinators assigned to one or more Help Desks, this new panel is already available within the agent workspace.
It’s the simplest way to support your team, optimize performance, and keep things running smoothly—even as you scale.
📖 Visit the Help Center or reach out to your Humand Account Manager for tips on getting started.
