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.

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