Creating and managing capacity rules

Building a capacity rule, applying it to the right people, and checking afterwards that it does what you meant.

Building a capacity rule, applying it to the right people, and checking afterwards that it does what you meant.

Create a rule

1. Open Admin Center, then Objects and rules > Omnichannel routing > Capacity rules.
2. Click Add capacity rule and give it a Name, and a description if it needs explaining.
3. Tick Set as default if this is the rule new team members should get.
4. Use Add assignee to put people on it.
5. Set a limit per channel. Email and messaging go up to 500 each; Talk is 0 or 1, because a call is a call.
6. Click Add capacity rule.

One rule each, and the default catches the rest

An agent belongs to exactly one capacity rule, so there is no stack of rules to reason about and no agent matching two. New team members land on the default rule automatically, which is why marking one as default matters more than it looks: it decides what everybody who joins next year gets.

Setting a new default does not move anybody. People already assigned to a rule stay where they are, so a default changed a year in applies only to arrivals, and the team splits into before and after without anything on screen saying so.

Check it after a week

Two questions, both answerable from the queues dashboard and the agent activity page.

• Are agents sitting at their limit while work waits? The limit may be too low, or people are not closing things.
• Is anyone far above what others carry? Usually a missing rule.

Adjust with the team, not at them

Capacity is a statement about how much work a person should hold. Setting it without asking produces a number that is either resented or ignored, and agents know their own throughput better than a dashboard does.

The built-in rule

You start with a built-in capacity rule that applies to everybody. You can edit it or leave it and create your own alongside.

Deleting a rule does not leave its people without one: everyone assigned to it goes back to the default. That makes rules safe to remove, so a structure built from them stays changeable.

See also

• Capacity rules to balance the workload
• Why an agent receives no tickets
• Analysing agent state and activity