Capacity rules are part of omnichannel routing that help you balance your team workload by setting capacities on automatically assigned work. For example, you could specify that only ten open email tickets at a time can be assigned to particular agents. Omnichannel routing comes with a default capacity rule that you can use as-is or edit. You can also create your own capacity rules to suit your needs.
This can be a great way of ensuring that your less experienced agents are not assigned too much work while they ramp up.
Agents will initially always be assigned to whichever capacity rule you set as the default. An agent can only ever be assigned to one capacity rule, so if you assign an agent to a new default rule, they will automatically be unassigned from their current one.
An inactive messaging ticket in a queue will only be assigned to an agent with spare capacity, but it won’t take up any of that capacity.
Adding capacity rules
Omnichannel routing comes with a built-in capacity rule to get you started, but you can add additional rules as required.
To add a capacity rule
In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Capacity rules.
- On the Capacity rules page, click Add capacity rule.
- On the Add capacity rule page, provide the following information:
- Name: Enter a descriptive name for the capacity rule.
- Description: Optionally, enter a description that helps you to identify the capacity rule.
Set as default: New team members are automatically assigned to the default capacity rule. Team members who are already assigned to a capacity rule won’t change.
Note: If you create a new capacity rule and assign a team member to it, they are removed from the default capacity rule. If you delete a capacity rule, all team members assigned to it are assigned back to the default rule.
- Assignees: Click Add assignee to specify the agents to whom this rule applies.
- Capacities > Email: Enter the number of open email tickets that can be assigned to an agent at one time (maximum 500). Tickets that are pending or on hold are not counted towards capacity.
- Capacities > Messaging: Enter the number of active messaging tickets that can be assigned to an agent at one time (maximum 500). Inactive messaging tickets are not counted towards capacity.
- Capacities > Talk: Enter the number of call tickets that can be assigned to an agent at one time. Options are 0 or 1. If you choose 0, the agents cannot receive calls.
- When you are finished, click Add capacity rule.
Your new capacity rule is displayed on the Capacity rules page and begins to work immediately.
We recently started using SunCo and I want to understand how that's considered in omnichannel routing and in capacity specifically. Under messaging capacity, I don't see any mention of SunCo or of the channel we're using (Apple Business Chat). Will it be considered as messaging?
I have several questions concerning this topic:
1- Is it possible to avoid that the first agent who connects in the morning receives most of the new tickets? Let's say we set a capacity rule to 10, and in low season we have 18 tickets in the morning and 3 agents, the 1st agent has 10, the 2nd to connect has 8 and the 3rd has none, creating a unfair situation.
2- I have a situation in which my agents have less than the max capicity of open tickets, but there are still new tickets, of their group, with the tag omnichannel, that are not assigned to them automatically. How can this be?
I have the same question. Is it possible to define a time for when to auto assign tickets for a group? If the Agents are logging in early or working late they are being assigned with all new tickets. The first agent that logs in the morning is getting all the tickets.
Is there a way to report on how many tickets are being assigned and view the Agent status?
Is there a way for non-admins to configure capacity rules or is that for admins only?
Yes, that is right. Only Admins are allowed to configure capacity rules for agents.
Couple of questions on this:
Let's assume I have a user who is set up for 10 emails, 3 messages and 1 Talk. Let's also assume that they have gotten 2 messages that they are actively working. Since the do have 1 Talk capacity, if a call comes in can they be assigned that call (essentially now working 2 messages AND a phone call? Is there any way to shut down other channels while a user is working either not at or at capacty in another channel?
Let's say in the above scenario this user has 5 open email tickets and is working 2 messages (with a capacity of 3). Is there any way to configure ZD so that any additional emails (up to the limit of 10) continue to get assigned and 1 additional active message might be assigned (to the limit of 3) but a call wouldn't get assigned because we don't want our resources working chats AND calls at the same time?
What happens to a chat or an email if all reps are are open capacity? I assume talk goes to Voicemail.
Hey Lloyd! The behavior you are referring to is what we call Focus mode. This mode isn't currently supported with Omnichannel routing.
If all agents are at capacity when a new messaging conversation or email is created, these tickets will simply sit in the queue until an online agent has capacity again.
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