How do I set channel capacity?

Channel capacity indicates the maximum number of active interactions in a channel that an agent can handle. When the number of active interactions in an agent's queue reaches the specified capacity, the agent is considered to be 100 percent occupied.

For non-real-time interactions, you define what qualifying statuses are considered to be active when calculating an agent's capacity. Decide if any interaction in one of the specified qualifying statuses is considered to be an active interaction.

Here's some helpful pointers for setting up capacity for your agents:

• Oracle recommends not setting a high capacity number. The number should be relatively small so that routing can balance the work to agents.
• Agent capacity for a non-real-time channel such as service requests (SRs) is independent of the capacity for real-time channels such as chat. For example, let's suppose that the SR capacity is set to 30 and chat capacity is set to 2. And let's say an agent is handling 15 open SRs and 2 chats. Then, that agent is considered to be 50 percent occupied for non-real-time work and 100 percent occupied for real-time work.
• Let's consider another example of how the workload is calculated when you've multiple types of work items such as SRs, activities, and escalations. Suppose an agent has a capacity of 5 for SRs and 2 for escalations. This doesn't mean that the agent can work on 5 SRs and 2 escalations simultaneously. It means that one SR takes up 20 percent of that agent's capacity, and one escalation takes up 50 percent of capacity.

To set channel capacity:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Capacities

   The Manage Capacities page displays capacities for real-time and non real-time channels. To change the total channel capacity, change the default values in the Capacity fields for the channels.

2. To provide queue owners and customer service managers the ability to change the channel capacities for individuals by overriding the global default capacities:

   In the Override Individual Capacities region, select the Enable Channel Capacities to Be Overridden for Individuals checkbox.

3. To change the capacity of a non real-time work:

   1. In the Work Assignments region, change the default value in the Capacity field to a new value.

   2. The status in the Qualifying Status Values column indicates the status of the work items that decide the capacity. For example, if the status is set to New, In Progress, only the work items that are in the specified status add up to the total capacity. To specify the active statuses, click the status value.

   3. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list to qualify the status as active.

   4. Click Apply.

4. To change the capacity of a real-time work, change the value in the Capacity field in the Communication Channels region.

5. Click Save and Close.

Note: When you export or import the functional setup data for the Service offering by using the export and import feature in Functional Setup Manager, the Manage Capacities setup is also exported or imported. But the value of the Override Individual Capacity checkbox isn't exported or imported. You must manually select or deselect the checkbox.