Queue-depth capacity rebalancer across agents

This workflow keeps SLA risk evenly distributed by load-balancing the support queue itself. It reads how many open conversations each agent holds across both Front and Intercom, models who is on track to breach simply because their personal backlog is too deep, and moves the oldest waiting conversations off overloaded agents onto agents with headroom.

Use it when uneven assignment — not total volume — is your breach driver: a few agents drowning while others sit idle. It is ideal for teams that round-robin poorly or where complex tickets pile onto specialists. Run it frequently during peak hours.

1. 1A schedule fires every 10 minutes.
2. 2The flow pulls open conversation counts and SLA timers per agent from Front.
3. 3It pulls the same per-agent load from Intercom.
4. 4A logic step computes a projected-breach score per agent from queue depth and average handle time, then identifies overloaded vs. available agents.
5. 5For each overloaded agent, the oldest at-risk conversations are reassigned to an available agent on the matching platform.
6. 6A rebalance report goes to the team lead in Slack.