Workload dashboard — total hours queued, days to clear, and trend

[asamawi]

Problem

The Agent Dashboard currently shows what already happened — response times, resolution times, SLA violations. But it doesn't answer the most important forward-looking question:

"How much work is in our queue right now, and how many days will it take to clear it?"

Without this, a team can't tell if they're keeping up, falling behind, or have room for more work.

Proposed Solution

Add workload-focused widgets to the Agent Dashboard:

1. Total Queued Hours — sum of estimated hours across all open tickets (depends on estimated hours field — Add estimated hours field to tickets for workload planning #3179)
2. Days to Clear — total queued hours divided by a configurable daily capacity (e.g., if you have 28 hours queued and your team can do 14 hours/day, that's 2 days)
3. Trend — is the queue growing, stable, or shrinking compared to last week?
4. Oldest Ticket — how old is the longest-open ticket? (a simple early warning)

Optionally, configurable thresholds with color coding:

• Green: queue is manageable (e.g., ≤ 3 days)
• Red: queue is overloaded (e.g., > 3 days)

Why This Matters

Ticket count is misleading — 10 small tickets is very different from 10 large ones. Hours-based workload visibility lets teams:

• Know when they're overloaded before clients start complaining
• Decide whether to accept new work or projects
• Recognize when it's time to hire (queue consistently growing)
• Recognize when there's spare capacity (queue consistently low)

Dependencies

• Add estimated hours field to tickets for workload planning #3179 — estimated hours field on tickets (needed to sum workload in hours)