The presence status indicates whether the agent is able to take on more work on a given service channel. Know When Agents Are Available for WorkĪgent availability looks at the agent’s presence status in the Omni-Channel utility. Agent capacity enables agents to deliver high-quality customer service without getting overloaded. Omni-Channel won’t assign more work than the agent’s total capacity. Or the agent can work on one case and two chats (5+2+2=9) at the same time. In this situation, an agent can work on two cases (5+5=10) at a time. Let’s say that an agent has a maximum capacity of 10. And you give the agent a total capacity that indicates when the agent is working at 100% of capacity.įor example, suppose that cases each take 5 capacity and that chats each take 2 capacity. You give each type of work-a case, a chat, and so on-a unit of capacity that represents how much agent bandwidth it takes up. Manage Agent CapacityĪgent capacity looks at the number and types of work items that are assigned to an agent, and at the agent’s overall bandwidth. So one agent doesn’t get overloaded while others wait for something to do. When Omni-Channel routes work items, it considers an agent’s capacity to take on more work and their current availability.

If you select Most Available, then Omni-Channel routes incoming work items to the agent with the greatest difference between work item capacity and open work items. If you select Least Active, then Omni-Channel routes incoming work items to the agent with the least amount of open work. In the routing model, you choose whether to push work to agents who are Least Active or Most Available.

A case can have a larger size than a chat, because working on a case can take up more of an agent’s time and energy than responding to a web chat. The routing configuration determines how Omni-Channel routes work to agents.įor example, a real-time web chat can have a higher priority than a case, because you’ve got a customer on the other side of the chat who wants to talk with an agent right now. Next, you create a routing configuration to set the size and priority of different objects and to select the routing model that Omni-Channel uses. A queue can represent a skill, such as Spanish or expertise, such as technical troubleshooting or a company department, such as Billing. You can think of queues as different buckets that Omni-Channel drops work into. When you set up queue-based routing, you create a queue, then set the queue priority, and then assign agents to it.

Drops in the bucket homework