Using per-territory Capacity with Agent Schedule definition

[zsistrunk]

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?

[zsistrunk]

@Joshua Chen MTL  See the accepted answer: The functionality I'm looking for is the "Aggregated Agent Schedule", which was made available in Zurich. We are still on Yokohama, which is why I wasn't able to do what I needed to in my instance.

To provide an example though: You have a capacity reservation with two rules: 50% to Installs and 50% to Repairs. With the "Agent Schedule" capacity definition, what I currently have set up in our instance, each individual agent in the territory will only be able to be scheduled to a max of 50% Installs and 50% Repairs. So if you have two agents, you can't assign one agent to all Installs and the other agent to all Repairs, which is what I have the requirement to do.

[Joshua Chen MTL]

oh okay - i tested it in zurich few weeks ago, and if 10 agents  x 8 hours, 80 hours total, and you say 50% work type A →  40  hours could be spread out to all 10 agents and not specifically 100% work type A for one single agent (via auto-assign or schedule op). i stopped my testing here.. 

if your requirement is, i dont care if 100% work type A is assigned to one agent, i just want that agent to be able to do more than 4 hours of work type A (8 hours schedule, 50% work type  A)e.g., hes closest to 8 jobs work type a so it should be assignd to him based on distance from task , then yes it works!


to do what you want, you can simply use the conditions builder in the demand channel (yokohoma)

[zsistrunk]

The problem for us is that we also use the mandatory skills configuration, so an agent might not be capable of doing the work for a particular demand channel. But with per-agent capacity, it's trying to reserve a piece of the agent's capacity to be assigned to tasks they are not capable of doing, as they do not have the prerequisite skill assigned. I haven't been able to find a way around that with the conditions builders. We can still bypass capacity by manually assigning the agents to tasks in the dispatcher workspace, but our desired end-goal is that the auto-assignment would work as intended. It looks like it will in Zurich, we just have to get to that point.

[Joshua Chen MTL]

oh yeah that makes sense, i havent encountered that challenge/use case yet 

• if 4 x jobs of 1 hour  with skill A,
• and agent doesn't have skill A, then he'd technically have 4 unused hours
  
  i wonder if you could add skill in the demand channel condition builder 🙂 but then'd you'd have a lot of demand channels for the same work type.