Configure an agent's maximum universal capacity

Prevent an agent from being assigned too many work items by configuring the agent's maximum universal capacity. If the agent's maximum universal capacity has been reached, additional work items won’t be assigned to the agent.

Before you begin

Role required: admin

Procedure

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

     In the Additional settings section, select Set up universal capacity.

   • All > Advanced Work Assignment > Universal Capacity.
2. Choose a situation.
   • To create a new maximum universal capacity for an agent, select New:

     Field	Definition
     Max Universal Capacity	Maximum capacity for an agent across all service channels. If an agent's current capacity equals the maximum universal capacity, additional work items won’t be assigned to the agent.
     Users	The max universal capacity is assigned to the users (agents) in the Selected list. Select agents in the Available list and then select the right-pointing arrow to add them to the Selected list. To filter the agents in the Available list, create a filter by selecting Add Filter or run an existing filter by selecting Run Filter.

   • To update an existing maximum universal capacity for an agent, select the maximum universal capacity to update:

     Field	Definition
     Max Universal Capacity	Maximum capacity for an agent across all service channels. If an agent's current capacity equals the maximum universal capacity, additional work items won’t be assigned to the agent.
     Universal Capacity In Use	Current workload for an agent across all service channels.
     Agent	Name of the agent.

3. Select Submit for a new universal capacity or Update for an existing universal capacity.