---
sourceDocument: Yokohama ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Service channel capacity and utilization

# Service channel capacity and utilization {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

In Advanced Work Assignment,
capacity is the number of work items automatically assigned to agents supporting a service
channel. Utilization is the condition that identifies the work item states supported in the
channel.

Agents have an assigned capacity for each service channel. This capacity is based on the
default capacity set for the channel. The agent capacity for one service channel (for example,
chat) does not interfere with the capacity on other service channels (for example, case or
incident). Admins can set the Default capacity for a channel on the
Service Channel form. This setting applies to all agents supporting the channel.  
Managers can override the default capacity for:

* Individual agents, by using the Agent Capacity Override related list on the Service Channel form.
* Groups of agents, by using the Agent Capacity Override related list on the Group form.
{#awa-service-channel-capacity__ul_qw5_jnx_sfb}

If an agent already has a capacity override, setting the override again updates the existing
capacity for that agent. Override capacity is stored in the Agent Capacity (awa_agent_capacity)
table.
* **[Create or configure a service channel](https://www.servicenow.com/docs/0HyQ7w2ZlOzmJhYWL_ojKA)**   
  Create or configure a service channel that is used in Advanced Work Assignment (AWA).