Override Individual Capacity Settings

Sign in to the application as a customer service manager.

On the Home page, click the Service group icon, and then click the Queues icon.

The Queues dashboard is displayed.

Click the Capacities button.

The Edit Capacities page displays information in the following format:

Agent Name: Name of the agent.
Teams: Name of the team to which the agent belongs.
Queues: Names of the queues to which the agent is assigned.
Service Request (n): Maximum number of service requests that the agent can handle. The number n within brackets is the global default capacity.
Chat (n): Maximum number of chats that the agent can handle. The number n within brackets is the global default capacity.
Video (n): Maximum number of video chats that the agent can handle. The number n within brackets is the global default capacity.
Last Updated: Date and time when the capacities for the agent were last modified. If the capacities for multiple channels were updated for the agent, the modification date and time for each channel are displayed separately.

Note: To modify the capacities of the agents assigned to a queue, select the queue in the Queues dashboard and then click the Capacities button. The Edit Capacities page displays the list of agents assigned to the selected queue.

Select individuals or teams to modify their channel capacities:

To select an individual:
1. Click the Agents drop-down list and click Select Individuals.
  
  The Add Agents page is displayed.
2. Search for an agent by specifying the first name, last name, or other criteria provided on the page. You can also use a combination of multiple criteria.
3. Click Search.
  
  The list of agents matching your search criteria is displayed in the Search Results section.
4. Select the agents who you want to add and click OK.
  
  The selected agents are added to the list in the Edit Capacities page.
To select a team:
1. Click the Agents drop-down list and click Select Teams.
  
  The Add Teams page is displayed.
2. Search for a team by specifying the team name or other criteria provided on the page. You can also use a combination of multiple criteria.
3. Click Search.
  
  The list of teams matching your search criteria is displayed in the Search Results section.
4. Select the teams that you want to add and click OK.
  
  The agents who are members of the selected teams are added to the list in the Edit Capacities page.

Review the capacities of the agents in the list.

To edit the capacity for service requests, chats, or videos for an agent in-line, click the Up or Down arrows to increase or decrease the capacity respectively.

To edit the capacities for multiple agents in bulk:

Select the agents and click Edit.

The Edit dialog box is displayed.
Modify the capacities as required and click Save and Close.
If you want to set the capacities back to the default values, click Set to Default.

(Optional) If you don't want to make any changes for some of the agents in the list, select those agents and click Remove.

To remove a single agent from the list, click Remove in the row.

Note: Clicking Remove doesn't disassociate the agent from a queue or remove the overridden capacity of the agent from the database table, but only removes the agent from the list on this page.

(Optional) To revert the changes made to the capacities of one or more agents in the list:

Select the check box at the beginning of the row for each of those agents.
Click Set to Default.

If the capacities of the selected agents were overridden or if you had modified them on this page, they're again set to the default global capacities.

Do one of the following:

Click Save to save the changes and remain on the page.
Click Save and Close to save the changes and exit from the page.
Click Cancel if you decide to discard the changes that you made.