Viewing Capacity in the Agent Toolbar

Capacity refers to the amount of work for each channel that you are permitted to handle at one time. In the Agent Toolbar, you can see the amount of work that you are currently working on as well as the current capacity of the other agents in your tenant. An agent's capacity can be:

  • Not Allocated, if the agent doesn't have any active interactions that they are currently working with.
  • Allocated, if the agent is currently handling interactions, but has capacity to accept more work according to their assigned capacity rule.
  • Fully Allocated, if the agent is currently handling the maximum number of interactions that they can work with at one time.

To view a breakdown of your work by channel, click the capacity gauge in the Agent Toolbar:

Enghouse InteractiveCapacity gauge in the CxEngage Agent Toolbar.

A menu opens that lists the channels available (Voice, SMS, Messaging, and Email) with the number of interactions that you're currently working on for each. Only the channels that are specified in the capacity rules assigned to you are listed.

When you transfer calls to other agents in the Agent Toolbar, you can view their capacity and presence state in order to determine whether they are able to receive the transfer.

To view an agents presence and capacity:

  1. While handling a call using the Agent Toolbar, click Transfer.
  2. Click Agents to view the capacity columns: 

Enghouse InteractiveAgent capacity in the CxEngage toolbar

Column Description
Presence
  • Black: Indicates that the agent is offline
  • Green: Indicates that the agent is logged in with an Available state and is not allocated.
  • Orange: Indicates that the agent is logged in with an Available state and is partially allocated. The agent is handling one or more interactions, but has capacity to accept more work.
  • Red: Indicates that the agent is logged in with an Available stat and is fully allocated.
If an agent has set a Not Ready status, "Not Ready" is also listed in the Presence column.
Overall Capacity
  • Not Allocated: Indicates that the agent does have any active interactions that they are currently working with.
  • Allocated: Indicates that the agent is currently handling interactions, but has capacity to accept more work according to their assigned capacity rule.
  • Fully Allocated: Indicates that the agent is currently handling a call and is at full capacity.
Channel Capacity

The number of voice interactions that the agent is currently handling out of the maximum number permitted. For voice interactions, a maximum of one call can be handled at a time. If the agent's capacity rule permits them to handle calls, the channel capacity is listed as either 0/1 or 1/1.

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