# Team Workload

> Analyze team capacity and workload distribution — see who is overloaded, who has bandwidth, and rebalance conversation assignments across the team. Use when the user asks about team capacity, workload, agent availability, or wants to redistribute work.

- Skill: `jonny-1812/team-workload` (Agent Skill)
- Install (CLI): `npx skillmds@latest add jonny-1812/team-workload`
- Raw SKILL.md: https://api.skillmd.com/api/skills/jonny-1812/team-workload/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: AI & ML
- Author: jonny-1812 (https://skillmd.com/u/jonny-1812)
- Updated: 2026-09-22
- Page: https://skillmd.com/skills/jonny-1812/team-workload

---


# Team Workload

Analyze agent capacity, detect overload conditions, and rebalance conversation assignments to keep the team running smoothly.

## Workflow Modes

### View Workload (default)

Display the current workload distribution across the entire team.

1. Fetch team members using `list_team_members` to get all agents, their roles, and online status
2. Fetch open conversations using `list_conversations` with `status: "open"` to see all active work
3. Count conversations per agent by grouping on the assignee field
4. Count unassigned conversations separately
5. Fetch agent performance data using `get_agent_performance` for each agent to add response time and resolution rate context
6. Calculate the distribution ratio: each agent's share of total open conversations as a percentage
7. Flag agents who exceed the overload threshold (12+ conversations)
8. Present the workload table

### Rebalance Queue

Redistribute conversations from overloaded agents to those with available capacity.

1. Run the View Workload workflow to get current state
2. Identify overloaded agents (12+ conversations) and underloaded agents (fewer than 6 conversations)
3. For each overloaded agent, select conversations to reassign — prefer newer, lower-priority, and unresponded conversations
4. Build a rebalance plan: which conversations move from which agent to which agent
5. Present the rebalance plan to the user for confirmation
6. On confirmation, execute reassignments using `assign_conversation` for each conversation
7. Also assign any unassigned conversations to agents with the most available capacity
8. Present a before-and-after summary showing the new distribution

### Check Specific Agent

Show detailed workload and performance data for a single agent.

1. Fetch team members using `list_team_members` to find the named agent
2. Fetch open conversations using `list_conversations` with `status: "open"` and filter to those assigned to the agent
3. Fetch the agent's performance data using `get_agent_performance`
4. Optionally fetch overall metrics using `get_metrics` for comparison
5. Present the agent detail card with their conversations, performance stats, and capacity status

## Workload Calculation

- **Conversations per agent**: Count of open conversations where the agent is the assignee
- **Unassigned count**: Open conversations with no assignee
- **Distribution ratio**: Agent's conversations divided by total open conversations, as a percentage
- **Capacity status**: Based on conversation count thresholds

### Capacity Thresholds

| Conversations | Status | Indicator |
|---------------|--------|-----------|
| 0-5 | Available | Low load — can take more work |
| 6-11 | Moderate | Normal operating range |
| 12-17 | Overloaded | At capacity — avoid new assignments |
| 18+ | Critical | Severely overloaded — needs immediate rebalancing |

## Output Format

Present workload as a structured table:

**Team Workload Overview:**

| Agent | Status | Open | Unresponded | Avg Response | Capacity |
|-------|--------|------|-------------|--------------|----------|
| Sarah M. | Online | 8 | 2 | 12 min | Moderate |
| James K. | Online | 14 | 5 | 28 min | Overloaded |
| Priya R. | Away | 3 | 0 | 8 min | Available |

**Unassigned:** 4 conversations
**Team total:** 25 open conversations across 3 agents
**Distribution health:** Imbalanced — James K. is handling 56% of the queue

When `show_ids` is enabled, include agent and conversation IDs.

## Examples

- **"Show team workload"** — Runs View Workload. Presents the full team table with capacity indicators.
- **"Who is overloaded?"** — Runs View Workload but filters output to only show agents at or above the overload threshold.
- **"Rebalance the queue"** — Runs Rebalance Queue. Proposes moving conversations from overloaded to underloaded agents.
- **"How many tickets does Sarah have?"** — Runs Check Specific Agent for Sarah with her open conversations and performance stats.
- **"Redistribute James's conversations"** — Runs Rebalance Queue focused specifically on moving work away from James.
- **"Who has bandwidth to take a VIP escalation?"** — Runs View Workload and highlights agents with Available capacity status.

## Edge Cases

- **Solo agent**: If only one agent exists, report their workload but skip rebalancing. Suggest hiring or adjusting expectations.
- **All agents at capacity**: Report the overload condition across the team. Suggest prioritizing critical conversations and deferring lower-priority items. Do not propose reassignments that would push anyone further over threshold.
- **No unassigned conversations**: In Rebalance mode, focus only on moving work between agents. Report that the unassigned queue is clear.
- **Agent offline or away**: Include offline agents in the workload view but do not assign new conversations to them during rebalancing. Note their status.
- **Agent not found**: If the user asks about a specific agent who does not exist, report that no matching agent was found and list available team members.
- **Identical workloads**: If all agents have the same count, report the distribution as balanced and skip rebalancing.

## Settings

| Setting | Default | Description |
|---------|---------|-------------|
| `auto_assign` | false | Whether rebalancing executes without confirmation |
| `show_ids` | false | Show agent and conversation IDs in output |

## Cross-Skill References

- Use **/inbox-triage** alongside workload data to make informed assignment decisions during triage.
- Use **/escalation-manager** when an overloaded agent has critical conversations that need immediate reassignment.
- Use **/metrics-compare** to track whether workload distribution is improving or worsening over time.

## Guidelines

- Always show agent names and roles, not raw IDs (unless `show_ids` is enabled)
- Calculate response times in human-readable format (minutes, hours)
- During rebalancing, prefer moving conversations that have not yet received a response — this avoids breaking context for the customer
- Never reassign a conversation mid-thread without flagging it to the user
- Consider agent expertise and past interactions when suggesting reassignments, not just raw counts
- Respect agent availability status — do not assign work to offline agents