Improve Planning and Performance with New Omni-Channel Capacity Limits
New capacity limits improve performance and planning flexibility. The status-based capacity limit increased to a maximum of 100 simultaneous work items per agent. Increasing status-based capacity facilitates long-term planning for high-volume support teams. The tab-based capacity limit permits agents a maximum of 100 tabs at once, which improves system performance and avoids agents owning near infinite numbers of work items.
Streamline After Conversation Work (Beta)
Give agents a set amount of time following a customer conversation to wrap up their work before moving on to help the next customer. Agents can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize notes. Supervisors can track agents’ ACW time with Omni-Channel Supervisor and reports.