How do I define capacity categories for a resource?

Define capacity categories for a resource to calculate the maximum available capacity at a capacity category level.

Resources are assigned with certain work skills at a respective level. Capacity categories includes the work skills or work skill groups to which the minimum required level is defined. A resource is then matched with a capacity category if their work skills are equal or greater than those defined for the capacity category. If a capacity category is assigned with the work skill groups, a resource with at least one of the work skills matching with the group is allotted.

When no work skills are assigned, a capacity category includes all the activities with no specific work skills. Such activities can be assigned to any resource having any work skills, therefore, to all resources in the system. Resources with no work skills defined (effectively, having all work skills at the highest level) is matched with all the capacity categories in the system.

Resource work skills can be viewed in the Resource Info screen or resource hint.

This figure shows resource’s information such as name, phone, email, and capacity categories.

Capacity categories of a resource is recalculated automatically when the:

Application server starts
Resource cache reloads
Resource work skill is modified

Important: A resource appears in the quota for a bucket only when it matches the capacity category by work skills and belongs to the same work zones as the capacity area. If the work zones don't align, the application doesn't include the resource in the quota for that bucket.