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

Measure agent capacity more accurately. Omni-Channel can now determine agent capacity based on the status of accepted work rather than the previous method of open tabs. If agents are unavailable, their work remains assigned, and reflected in their capacity, until the work is completed or reassigned.

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

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.Omni-Channel settings

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)Service Channel settings for status-based capacity

Note

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.