TICKET MANAGEMENT
SLA Capacity Advisor Agent
An agent that hourly evaluates forecasted SLA breach load against current agent capacity and recommends concrete staffing or reassignment actions.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionGather tickets, SLA metrics, rosterZendesk
- LogicForecast breach load vs agent throughput
- LogicDecide if intervention is warranted; draft recommendation
- ActionPage duty manager if action neededPagerDuty
- OutputPost recommendation + rationale to SlackSlack
What it does
This agent-driven workflow reasons about the gap between forecasted SLA breach pressure and available agent capacity. Rather than just listing at-risk tickets, it decides whether the current staffing can absorb the load and recommends specific actions: pull a floater in, redistribute a backlog, or extend coverage.
When to use it
Use it when you want judgment, not just alerts. It suits operations leads who need a recommendation they can act on in seconds during a surge, and who only want to be interrupted when action is genuinely warranted.
How it works
- 1An hourly schedule starts the agent.
- 2It gathers open tickets and SLA metrics from Zendesk and current roster availability.
- 3The agent forecasts breach volume by hour and compares it against projected agent throughput.
- 4It reasons about whether existing capacity covers the forecast, and if not, drafts a concrete staffing recommendation with the tickets and agents involved.
- 5When intervention is needed it pages the duty manager through PagerDuty.
- 6It posts the recommendation and rationale to the operations Slack channel for the record.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.