1. Implementing Help Desk
  2. How do I set channel capacity?

How do I set channel capacity?

Channel capacity indicates the maximum number of active interactions that an agent can handle.

Help Desk supports channel capacity for non real-time work. Active non real-time interactions are decided by the qualifying statuses. Any interaction that's in one of the specified qualifying statuses is considered to be an active interaction.

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.

To set channel capacity:

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

    • Offering: Help Desk
    • Functional Area: Assignment and Routing
    • Task: Manage Capacities

  2. To provide queue owners and 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. 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.