Omni-Channel Feature: What is Agent Capacity?
Agent Capacity in Salesforce Omni-Channel refers to the amount of "work" a customer service agent can handle at any given time. This work could include tasks like Cases, Chats, Leads, or any record from a custom object. Essentially, capacity represents the agent’s workload at a specific moment.
You manage agent capacity through Presence Configurations.
How to Access Presence Configurations
Setup > Presence Configurations
Omni-Channel comes with a default presence configuration for all users assigned a Service Cloud User license. Within this configuration, you can customize several key settings:
Capacity & Interruptible Capacity:** Determines the workload an agent can handle. (More details on interruptible capacity later)
Auto-Accept Work: Automatically assigns work to agents.
Allow Decline of Work: Gives agents the option to decline tasks.
Set Default Status When Work is Declined: Automates agent status updates when they decline work.
Allow Agents to Select a Decline Reason: Lets agents specify why they are declining tasks.
Update Status on Push Timeout: Adjusts agent status if they miss work assignments due to timeout.
A common issue with Omni-Channel is the sound notification for new work. If the noise becomes disruptive, you can customize or turn off the sound. Even with sound disabled, the Omni-Channel widget will still flash, although the agent must stay on the same browser tab to notice.
Finally, you can configure After-Conversation Work to give agents time to complete any necessary tasks between live interactions. This extra time is useful for wrapping up case details, such as categorization, before moving on to the next task.
By effectively managing agent capacity and presence configurations, you can optimize the workload and efficiency of your customer service team in Salesforce.
Want to learn more about how to leverage Salesforce support settings for your business? Schedule a free consultation to see how I can help you implement these powerful features to optimize your service processes!
