What is Agent Capacity?  

In Unified Routing, agent capacity refers to the maximum workload or number of customer queries that an agent can handle simultaneously. To ensure uniform distribution of these calls/cases, Unified Routing allows administrators or supervisors to define the capacity for each agent based on their capabilities and availability. This helps ensure that agents are not overwhelmed with an excessive number of cases beyond their capacity, which can lead to reduced efficiency and customer service quality. The capacity configuration assigned to an agent is called the Capacity Configuration.  

In Unified Routing, we have 100 as default total capacity points allocated to an agent. Out of these 100, when a case is assigned to the agent, it consumes certain capacity points, say 10. Now, only the remaining 90 capacity points are available for this agent for the rest of cases that will be assigning to the user. Once the 100 capacity points of the agent are fully consumed, no further assignements to that agent will occur until the agent closes any of the assigned cases.

Channel Based Capacity Configuration 

Unified routing allows Channel level capacity configuration where administrators can allocate and manage capacity across multiple communication channels within a contact center or customer service environment. In simple terms, users can set how much capacity should be consumed by each case for that particular channel.

The definition of channels and their capacities is called Capacity Configuration and this is then assigned to the agent. All the cases which will be getting assigned to the agent will follow the Capacity Configuration which is assigned to the agent.

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