Capacity rules are part of omnichannel routing that help you balance your team workload by setting capacities on automatically assigned work. You may need to adjust your capacity rules after your initial configuration when enabling omnichannel routing.
Editing capacity rules
The capacity rule settings, such as assigned agents or the channel capacities, can be modified.
To edit a capacity rule
- On the Capacity rules page, click the options menu icon () and select Edit.
- Make any changes you want, then click Save.
Deleting capacity rules
Admins can delete capacity rules that aren't needed any more. You can’t delete the native capacity rule.
To delete a capacity rule
- On the Capacity rules page, click the options menu icon () and then select Delete.
- Click Delete to confirm that you want to delete the rule.