I've enabled the Capacity and Territory plugins in our development instance. I set up the Capacity Reservation, Demand Channels, and Capacity Assignments to configure the percentages for my test territory, and I set up the Capacity Definition to use Agent Schedule so that capacity would be automatically calculated based on the actual schedules of the agents assigned to the territory.
The problem I'm now running into is that the percentages from the reservation are applying on a per-agent basis as well as a per-territory basis, meaning an agent can't perform jobs in only a single demand channel. Instead, they have to split their jobs among multiple job channels to meet the capacity reservation percentages.
After looking through the JS, it appears that this behavior is only enabled when the definition is set to Agent Schedule. I would like to be able to keep the behavior of the capacity plugin at a per-territory basis while still being able to dynamically calculate the available capacity based on the agent schedules, but all of the JS files that are involved in this flow have a read-only protection policy, meaning I can't modify them. Has anyone else tried to get this kind of setup working? And if so, how did you do it?
