Quick Look: Admin Center > Objects and rules > Omnichannel routing > Capacity rules
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.
This article contains the following topics:
See also Creating capacity rules to balance agent workloads and Viewing agents assigned to a capacity rule.
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.
1 comment
Rachael Kolman
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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