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Managing agent capacity rules



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Jun 21, 2024


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It would be nice if we had a central spot to add an agent's role, role within product, groups, capacity and skill. I just added seven new people to my instance and had to go multiple places to add them to groups, skill them, add them to the correct capacity plan then update their permissions for their roles. Since capacity plan and skills are added by agent, you should have a central spot for it. Ex: Role and Access in the Admin Center where you update their role and access to the different products. This would save time, effort and would help ensure the agent is added and skilled properly in one step. 

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