Determine Agent Capacity Based on Work Item Status (Generally Available)

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

Why: With the new status-based capacity model, work remains assigned and applied to an agent’s capacity until the work is completed or reassigned to a different agent. In contrast, the current tab-based capacity model releases an agent’s capacity when a work tab is closed in the service console.

Note

The status-based capacity model can be used only for cases, leads, and custom objects. It isn’t supported for real-time work items such as chat and messaging. Also, the Omni-Channel Supervisor console doesn't support all data points related to this model.

How: In the Omni-Channel settings, click Enable Status-Based Capacity Model.

For each service channel, select the Status-Based capacity model. (1) Then, specify the picklist field that you use to track work status and the field values that you use for completed and in-progress work. (2)

For work that’s assigned to a specific agent, you can choose to override the capacity check and keep the work assigned to the agent. (3)

Note

If you set up a channel to use the status-based capacity model, work remains assigned even if agents close tabs. The My Work tab in the Omni-Channel widget shows work assigned to the agent until it is completed or reassigned. Agents can open a tab for work from the My Work tab.