Override channel capacity for an agent

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

Before you begin

Role required: sn_wfo_cfg_ws.manager

About this task

By default, the override capacity is valid for 12 hours. Administrator can change the duration using the sn_channel_mgmt.awa_agent_temporary_override_time.minutes system property. For information on adding a system property, see Add a system property. The capacity resets to the previous value after the specified time. The scheduled job Reset Temporary Capacity Override is executed every two minutes to check the invalid or expired overridden capacity and resets to the previous value.

Note:

You can override the channel capacity for a single agent at a time. Ensure that an agent to whom you want to override the channel capacity needs to be associated with Advanced Work Assignment and the required channels.

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
2. Navigate to an agent's profile.

   To set the override capacity	Do this
   From Channels	Click the Channels icon. Click the All Agents tab. Click an agent's record.
   From Teams	Click the Teams icon. Click the KPI group. Select Group Members tab. Click an agent's record.

3. Click the Overview tab.
4. In the Channels section, select the service channel for which you want to override the capacity.
5. Click Capacity Override.
   The Agent Capacity Override page appears.
6. In the Override Capacity field, enter the new capacity.
7. Click Apply.

Result

A message appears indicating the capacity update is valid for the defined duration. The capacity resets to the previous value after the specified time.