CUSTOMER SUPPORT
Hourly SLA-breach forecaster and agent router
Every 15 minutes, scores all open Front conversations for likelihood of breaching their SLA in the next hour based on queue depth and time-to-deadline.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 15 minutes
- ActionList open Front conversations with SLA + wait timeFront
- LogicScore breach probability (deadline x queue depth x handle time)
- LogicFilter to conversations above risk threshold
- ActionReassign at-risk conversations to available agentsFront
- OutputPost reroute summary to support ops SlackSlack
What it does
This workflow runs a rolling forecast across your open Front inbox and predicts which conversations are about to miss their SLA target inside the next 60 minutes. It weighs each conversation's remaining time-to-breach against current queue depth and recent agent throughput, ranks the at-risk set, and proactively reassigns the top offenders to agents who currently have capacity — before the clock actually runs out.
When to use it
Use it when your support team works to a strict first-response or resolution SLA and breaches tend to happen in bursts during traffic spikes. It is most valuable for mid-to-large teams where manual triage can't keep up with inbound volume and a missed SLA carries contractual or CSAT cost.
How it works
- 1A schedule fires every 15 minutes.
- 2The flow pulls all open Front conversations with their SLA deadlines, assignee, and wait time.
- 3A scoring step computes breach probability from time-to-deadline, queue depth, and rolling handle time.
- 4A filter keeps only conversations scoring above the risk threshold.
- 5For each, the flow finds an available agent and reassigns the Front conversation.
- 6A summary of rerouted conversations is posted to the support ops Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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.
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