Hi Freshworks Team,
We would like to submit a feature request to enhance the Workload module in Freshservice by allowing managers to view the workload of their direct reports, regardless of whether they are members of the same agent groups.
Current Limitation
Currently, the Workload module only displays agents who are members of agent groups that the logged-in user belongs to. As a result, managers cannot view the workload of their direct reports if those agents belong to groups in which the manager is not a member, even when the manager is configured as their reporting manager in Freshservice.
Requested Enhancement
We would like to request the ability to view agents' workloads based on their reporting manager relationship. Ideally, this would include:
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Direct Report Visibility: Allow managers to view the workload of all agents who report directly to them, regardless of group membership.
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Observer Group Visibility: Allow users to include agent groups they are assigned to as observers when filtering workload data.
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Flexible Filtering: Provide filters that allow users to view workloads by direct reports, agent groups, or both.
Business Value
This enhancement would give managers better visibility into their teams' workloads across multiple agent groups without requiring them to become members of every group their direct reports belong to. It would improve workload monitoring, resource allocation, capacity planning, and the ability to identify and address workload imbalances.
Thank you for considering this enhancement. We believe it would be a valuable improvement for organizations that manage agents across multiple groups and rely on reporting manager relationships for team oversight.
