Agent Wellness

The Wellness view helps supervisors monitor the wellbeing of their team by tracking burnout indicators, workload metrics, and risk levels for each agent. The goal is to identify agents who may be approaching burnout before performance suffers or they need to be taken offline.

Navigate to the Wellness tab in the sidebar to open this view. The tab requires the agents.monitor permission. Data refreshes automatically every 15 seconds.

Team Wellness Stats

Four stat cards at the top of the view provide a team-level summary.

Card	Description
Team Avg Burnout	Average burnout index across all tracked agents, shown as a percentage. The target is below 30%. Color-coded green when healthy, amber when approaching risk, red when above 60%.
High-Risk Agents	Number of agents currently flagged with a high burnout risk level. Green when zero, red when one or more agents are flagged.
Total Agents	Total number of agents being tracked by the wellness system.
Avg Shift Hours	Average hours worked in the current shift across all agents.

Team Wellness Table

Below the stat cards, a table provides per-agent burnout and workload data.

Column	Description
Agent	Avatar with initials and the agent's display name
Burnout	Horizontal progress bar and percentage showing the agent's current burnout index. Color changes based on severity: green (0--29%), amber (30--59%), red (60%+).
Escalation Rate	Percentage of the agent's conversations that were escalated to another agent or supervisor
Calls Since Break	Number of interactions the agent has handled since their last break
Shift Hours	Total hours worked in the current shift
Risk Level	Badge indicating the agent's wellness risk -- low (green), medium (amber), or high (red)

Burnout Index

The burnout index is a composite score from 0 to 100 calculated from multiple factors:

• Duration of the current shift
• Number of interactions handled without a break
• Escalation frequency
• Handle time trends
• Negative sentiment exposure

TIP

Encourage agents with a burnout index above 30% to take a short break. Research shows that regular breaks during high-volume periods significantly reduce error rates and improve customer satisfaction scores.

Burnout Color Thresholds

Range	Color	Interpretation
0 -- 29%	Green	Healthy. Agent is managing workload well.
30 -- 59%	Amber	Caution. Workload or shift duration is elevated. Monitor for further increase.
60 -- 100%	Red	High risk. Agent should take a break or be temporarily removed from queue rotation.

imageAgent wellness dashboard showing team stat cards for average burnout, high-risk agents, total agents, and average shift hours, with a per-agent table displaying burnout progress bars, escalation rate, calls since break, shift hours, and risk level badges

Agent wellness dashboard with stress indicators

Wellness Alerts

At the bottom of the view, a section displays active wellness alerts generated by the intelligence engine.

When the intelligence store detects that an agent's burnout level has crossed a threshold, it triggers an alert with:

Field	Description
Icon	A fire icon for burnout alerts, check circle for all-clear states
Title	Alert category (e.g., "Burnout Alert")
Description	Actionable recommendation from the intelligence engine (e.g., "High burnout risk detected. Consider a break.")
Time	When the alert was generated

When no alerts are active, a green banner displays "No active wellness alerts" to confirm the team is in a healthy state.

WARNING

Wellness alerts are generated from real-time intelligence data. If an agent's burnout alert persists after a break, investigate whether the agent is receiving a disproportionate share of complex or emotionally demanding conversations.

WellnessIndicator Floating Component

In addition to the supervisor Wellness view, every agent sees a small WellnessIndicator dot in their own interface. This dot provides individual agents with awareness of their own wellness state without requiring supervisor access.

Dot Color	Burnout Range	Behavior
Green	0 -- 30%	Static dot. Wellness is healthy.
Amber	31 -- 60%	Pulsing dot. Workload is elevated.
Red	61 -- 100%	Fast-pulsing dot. Burnout risk is high.

Clicking the dot expands a tooltip showing:

• Your Wellness header with the current burnout percentage
• A progress bar visualizing the burnout index
• A recommendation message from the intelligence engine
• A Dismiss button (visible when burnout is above 30%)

The WellnessIndicator reads from the intelligence store, which is updated via WebSocket, so the dot reflects changes in real time.

Data Source

Wellness data is fetched from the /api/v1/wellness/team endpoint, which returns:

• team_avg_burnout -- Team average burnout percentage
• high_risk_count -- Number of agents at high risk
• total_agents -- Total tracked agents
• agents[] -- Per-agent array with burnout_index, escalation_rate, calls_since_break, shift_hours, and risk_level

The intelligence store supplements this with real-time WebSocket updates for the currently logged-in agent's own wellness state.

Related Pages

• Live Monitor -- Monitor agent activity and intervene in conversations
• Risk Monitor -- Track conversation risk levels and security alerts
• Queue Management -- Manage queue assignments and agent allocation