Omnichannel Routing: Capacity Rules



  • Official comment
    Barry Neary
    Zendesk Product Manager

    Hi Jean Rossouw

    Yes, currently capacity is based on open tickets only. The intention is that if an agent isint actively working on a ticket they can use the on hold or pending status to release the capacity for this ticket

    We do have it on the roadmap to allow customers to define capacity in terms of tickets per hour or per day similar to Round Robin  - I dont have a specific date for that at this point, but will update you when we do have one


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