Engage Digital | Managing agent capacity

The Agent capacity configuration page lets you create, update, and remove custom agent capabilities. Each custom agent capability can have one agent capability for asynchronous channels, real-time channels, or both.

Adding a custom agent capability

1. Navigate to Users > Agent capacity in the left-hand navigation bar.
2. Click Add in the upper right-hand corner.
3. Enter a Name for the agent capability.
4. Select a channel group from the drop-down menu.
5. Enter the Default and Max capacity values for the channel group.
6. Click the Add plus icon to configure the remaining channel group. (optional)
7. Click Save.
You can edit or delete an agent capability via the Edit pencil icon or Delete trash can icon (respectively) that appears at the far right when you hover over the agent capability’s name. Follow step 1 listed above to go to the Agent capacity page. 
 
Note: if you delete a custom agent capability assigned to one or multiple agents, the platform will automatically apply the default agent capability to those agents.

Agent capacity configuration settings

  • Name: The name of the agent capability.
  • Channel group selector: The channel group where the default and maximum capacities will apply (Async or Realtime).
  • Default: The maximum number of conversations that an agent can process simultaneously in Routing mode while still being able to request additional messages.
  • Max: The maximum number of conversations that an agent can process simultaneously, at which point they will no longer receive or be able to request additional messages.
  • Add: The Add plus icon adds a channel group configuration.
  • Delete: The Delete trash can icon deletes a channel group configuration.

Assigning a custom agent capability

You can assign a custom agent capability to one or multiple agents, but an agent can have only one agent capability at a time.
1. Navigate to Users > Agents in the left-hand navigation bar.
2. Hover over an agent profile and click the Edit pencil icon that appears at the far right.
3. Navigate to the Settings section of the agent profile configuration page.
4. In the Agent capability drop-down menu, select the custom agent capability.
5. Click Save.
To learn more about updating agent profiles, read Updating agent profiles.
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