At Teachable, support agents handled 100+ tickets daily across billing, technical issues,
and live incidents. One of the most underrated decisions an agent makes every morning is
how to sort their inbox — because the order you work tickets in determines
who gets help first, which SLAs get hit, and how many conversations you close in a shift.
I built this simulator to teach that decision. It models 7 real inbox sorting strategies
used in CX operations — from basic chronological order to SLA deadline prioritization to
effort batching for high-volume queues. Select a strategy to see how the same 7 tickets
reorder, and read the logic card to understand when each approach fits best.
How to Use
1
Pick a Strategy
Select any of the 7 sorting approaches in the left panel. The inbox reorders instantly to show how that strategy changes ticket priority.
2
Read the Logic Card
The bottom-left panel explains the strategy's logic, its best application, and the recommended queue volume it's designed for.
3
Toggle Sort Direction
On sortable strategies, use the Asc/Desc button to flip the order — useful for seeing both ends of the queue at a glance.
4
Try Mixed Rotation
This mode auto-cycles through 4 strategies every 5 seconds, showing how agents can prevent tunnel vision on high-priority-only tickets.
5
Watch the Indicator Bar
Each ticket has a colored left-edge bar that reflects the active strategy — red for high priority, amber for waiting customers, green for quick wins.
6
Try Effort & Batching
This strategy groups tickets by complexity — Quick Wins, Standard, Complex — and shows target response times, modeling how agents clear backlogs efficiently.
CX Operations
Support Strategy
Workforce Management
SLA Compliance
Interactive Tool