Capacity rules are part ofomnichannel routingthat help you balance your team workload by setting capacities on automatically assigned work. For example, you could specify that only ten open email tickets at a time can be assigned to particular agents. Omnichannel routing comes with a default capacity rule that you can use as-is or edit. You can also create your own capacity rules to suit your needs.
This can be a great way of ensuring that your less experienced agents are not assigned too much work while they ramp up.
Agents will initially always be assigned to whichever capacity rule you set as the default. An agent can only be assigned to one capacity rule, so if you assign an agent to a new rule, they will automatically be unassigned from their current one.
When messaging activity routing is selected in your routing configuration, capacity rules treat active and inactive messaging tickets the same way. Just like active messaging conversations, inactive messaging tickets in the queue are only assigned to agents with spare capacity and are counted towards an agent's capacity. If messaging activity routing isn't selected, only active messaging tickets are counted towards an agent's capacity.
Adding capacity rules
Omnichannel routing comes with a built-in capacity rule to get you started, but you can add additional rules as required.
To add a capacity rule
- InAdmin Center, click
Objects and rulesin the sidebar, then selectOmnichannel routing > Capacity rules.
- On the Capacity rules page, clickAdd capacity rule.
- On theAdd capacity rulepage, provide the following information:
- Name: Enter a descriptive name for the capacity rule.
- Description: Optionally, enter a description that helps you to identify the capacity rule.
- Set as default: New team members are automatically assigned to the default capacity rule. Team members who are already assigned to a capacity rule won’t change.Note:If you create a new capacity rule and assign a team member to it, they are removed from the default capacity rule. If you delete a capacity rule, all team members assigned to it are assigned back to the default rule.
- Assignees: ClickAdd assigneeto specify the agents to whom this rule applies.
- Capacities>Email: Enter the number of open email tickets that can be assigned to an agent at one time. Tickets that are pending or on hold are not counted towards capacity. (Maximum 500)
- Capacities>Messaging: Enter the number of messaging tickets that can be assigned to an agent at one time. Inactive messaging tickets are counted if messaging activity routing is selected. Otherwise, only active messaging tickets are considered. (Maximum 500)
- Capacities>Talk: Enter the number of call tickets that can be assigned to an agent at one time. Options are 0 or 1. If you choose 0, the agents cannot receive calls.
- When you are finished, clickAdd capacity rule.
Your new capacity rule is displayed on the Capacity rules page and begins to work immediately.
14 Comments
We recently started using SunCo and I want to understand how that's considered in omnichannel routing and in capacity specifically. Under messaging capacity, I don't see any mention of SunCo or of the channel we're using (Apple Business Chat). Will it be considered as messaging?
Hi,
I have several questions concerning this topic:
1- Is it possible to avoid that the first agent who connects in the morning receives most of the new tickets? Let's say we set a capacity rule to 10, and in low season we have 18 tickets in the morning and 3 agents, the 1st agent has 10, the 2nd to connect has 8 and the 3rd has none, creating a unfair situation.
2- I have a situation in which my agents have less than the max capicity of open tickets, but there are still new tickets, of their group, with the tag omnichannel, that are not assigned to them automatically. How can this be?
Thanks
Hi,
I have the same question. Is it possible to define a time for when to auto assign tickets for a group? If the Agents are logging in early or working late they are being assigned with all new tickets. The first agent that logs in the morning is getting all the tickets.
Is there a way to report on how many tickets are being assigned and view the Agent status?
Thanks,
Sujitha
Is there a way for non-admins to configure capacity rules or is that for admins only?
Yes, that is right. Only Admins are allowed to configure capacity rules for agents.
Couple of questions on this:
假设我有一个用户设置为10ails, 3 messages and 1 Talk. Let's also assume that they have gotten 2 messages that they are actively working. Since the do have 1 Talk capacity, if a call comes in can they be assigned that call (essentially now working 2 messages AND a phone call? Is there any way to shut down other channels while a user is working either not at or at capacty in another channel?
Let's say in the above scenario this user has 5 open email tickets and is working 2 messages (with a capacity of 3). Is there any way to configure ZD so that any additional emails (up to the limit of 10) continue to get assigned and 1 additional active message might be assigned (to the limit of 3) but a call wouldn't get assigned because we don't want our resources working chats AND calls at the same time?
What happens to a chat or an email if all reps are are open capacity? I assume talk goes to Voicemail.
Hey Lloyd! The behavior you are referring to is what we callFocus mode. This mode isn't currently supported with Omnichannel routing.
If all agents are at capacity when a new messaging conversation or email is created, these tickets will simply sit in the queue until an online agent has capacity again.
Any plans to improve upon this? Like setting a hard cap of tickets per day, or being able to assign out tickets based on other fields? This works great in testing but even with skills, this is a very rudimentary setup.
有可能有一个票算2吗capacity based on the priority of the ticket? Ie. if set to Urgent, then the ticket counts as 2 for an agent's capacity?
Another thought. Can you confirm I have this right?
Your definition of "Capacity" means that if a user gets lets say 5 tickets as open (that's what my capacity is set to) and puts 2 of those tickets into either "Pending" or "On-Hold" the system will assign another 2 new / open tickets?
Jed HollanderThe example I have is that our team's capacity is set to 5 tickets. If a customer designates a ticket as urgent, I want that ticket to count as 2 tickets instead of 1 ticket so that I'm only assigned 4 tickets instead of 5. Typically urgent tickets require greater effort on behalf of our agents, so we want their capacity decreased when assigned an urgent ticket.
My apologiesJanet HolyoakI was addressingSabrafrom zendesk. Your scenario makes perfect sense and another reason why this feature was prematurely released. There's not enough settings in place to configure the tool without massive amounts of triggers and clunky rules.
Sabraa question for you. Could you explain if there's a way using Skill routing to tag the tickets based on assigning each priority to a skill then setting a cap for each of those skills? I've tried to come up with a way but it does not appear to be working. Possible I have the skills based routing setup incorrectly.
Thanks
Hi team,
We have a situation where messaging tickets that have built up whilst our agents are all offline all get allocated to the first agent who then goes online, ignoring the Capacity Rules:
Are we missing something in our set up? Is this a known bug? Or should we be adding in some sort of extra rule? The next agent that joins just sits their waiting for the next messaging ticket, whilst the first agent has maybe 10 of them at once.
Cheers.
Pleasesign into leave a comment.