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

To create a custom agent capability, complete the following steps:
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 at any time via the Edit pencil icon or Delete trash can icon (respectively) that appears at the far right when you hover your mouse cursor over the agent capability’s name. Follow step 1 listed above to go to the Agent capacity page. 
 
Please note that 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

Now that we’ve reviewed how to create, edit, and delete a custom agent capability, let’s review the permission settings on the Agent capacity configuration page.
  • 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. A numerical value of ‘1’ is equal to one conversation, and so on
  • 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. A numerical value of ‘1’ is equal to one conversation, and so on
  • 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. To assign a custom agent capability, complete the following steps:
1. Navigate to Users > Agents in the left-hand navigation bar
2. Hover your mouse cursor 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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