Why would I override individual capacity settings?

Capacities for agents are set at the same global level. However, if you're a customer service manager, you can override the global maximum capacities and set maximum capacities for individual agents.

You can allocate more work to agents with higher skills and efficiency, and keep workloads lighter for newer agents, or those still in training. Another common scenario is when a queue owner reviews reports and sees a requirement to increase chat capacities to improve Key Performance Indicators.

The Edit Capacities page displays the capacities for both real-time and non-real-time work items that can be handled by agents. You can modify the capacities on this page by overriding the default capacities.

Note: You can modify the capacities only if your administrator has enabled the ability to override individual capacities. For more information about setting channel capacities and enabling override of individual capacities, see the Oracle Fusion Cloud Fusion Service Implementing Fusion Service guide.

Key Benefits

Overriding individual capacity settings is good for the following reasons:

• You can search for individual agents or teams and modify their capacities.

• You can select a queue, review the capacities for the individual and team resources associated to the selected queue, and then, if you want, override the individual default capacities.

• You can filter the list of agents in a team, and view a a list of only high performing agents who can manage more chat offers.

• You can receive in-line or bulk capacity updates for agents that you select.

• You can retain individual capacity changes if the individual capacity override capability is disabled.

Note: If the individual capacity override capability is disabled, your overridden capacities are reset to the global values. But, the modified values are saved in a table. If the capacity override is enabled again, the overridden capacity values that were saved are applicable again.