Override agent capacity for selected agents

Change the default number of work items that an agent can handle for a service channel.

Before you begin

Role required: awa_admin or admin

About this task

To change the capacity for selected agents, use the Agent Capacity Override related list for the service channel. To change the capacity for one or more members of a selected group, use the Agent Capacity Override related list for the group (Advanced Work Assignment > Groups).

Procedure

1. Navigate to the service channel settings through one of the following navigation paths:
   • All > Advanced Work Assignment > Home.

     In the Essential settings section, select Set up service channels.

   • All > Advanced Work Assignment > Service Channels.
2. Select the service channel.
3. In the Agent Capacity Override related list, select New.
4. On the form, fill in the fields.

   Field	Definition
   Service Channel	Name of the selected channel.
   Override Capacity	Number of work items that the selected agents can handle.
   Users	Agents to which this override applies. Move the agent names from the Available list to the Selected list. You can use the filter to identify conditions that restrict the list of agents. Note: The filter shows only users or groups that have AWA roles (awa_agent, awa_manager, awa_admin, admin).

5. Select Submit.
   The selected agents and their associated capacity values are listed in the Agent Capacities table.

What to do next

If you’re configuring a service channel, you can create or change an inbox layout for the channel.