The Team view gives you a real-time roster of your support agents. At a glance, you can see how many agents are active, what utilisation looks like across the team, who is performing well, and who has been flagged for review. Instead of chasing data across your support platform, you have a single place to assess your team’s health.Documentation Index
Fetch the complete documentation index at: https://docs.forepost.ai/llms.txt
Use this file to discover all available pages before exploring further.
The team header
The view opens with your total agent count and current utilisation percentage in the subtitle — for example, “12 agents · 78% utilised”. If any agents have been flagged for review, a red badge appears: N flagged for review. This badge is your first signal that something needs attention without reading the full table.The agent table
The table lists every agent in your workspace with four columns:| Column | What it shows |
|---|---|
| Agent | Avatar initials, agent name, and any flag badge or review note |
| Tickets | Total ticket count for the current period |
| CSAT | Agent-level customer satisfaction score, colour-coded by threshold |
| Status | Live availability indicator (online, busy, or away) |
CSAT colour thresholds
The CSAT column uses colour coding to help you identify performance concerns immediately:| Colour | Threshold | Meaning |
|---|---|---|
| Green | ≥ 93% | Performing well |
| Amber | ≥ 90% and < 93% | Borderline — worth monitoring |
| Red | < 90% | Below acceptable threshold — action likely needed |
Amber is not an emergency, but it is a prompt to look closer. An agent consistently in amber territory may be handling more complex tickets, may need coaching, or may be approaching burnout from high volume.
The flag-for-review workflow
When an agent is flagged for review, their row displays a flag badge next to their name. If a review note has been added, it appears below the agent’s name in the table — giving you and your team a shared record of what the concern is. Use flags to track agents who:- Are consistently below the CSAT threshold
- Have an unusually high or low ticket count relative to peers
- Are dealing with a specific quality issue you’ve noted
Flags and review notes are set in Settings → Update team. The Team view displays them but does not allow editing directly. See Managing your team to add or remove flags and update review notes.
Adding agents
If the Team view shows an empty state — “No agents added yet. Go to Settings → Update team to add your agents.” — you need to add your team first. See Managing your team for instructions.Add your agents
Enter each agent’s name, ticket count, CSAT score, and status. Flag anyone who needs attention and add a review note if relevant.