Managing agent capacity rules

Location: Admin Center > Objects and rules > Omnichannel routing > Capacity rules


Capacity rules are part of omnichannel routing that help you balance your team workload
by setting capacities on automatically assigned work. You may need to adjust your
capacity rules after your initial configuration when enabling omnichannel routing.
This article contains the following topics:
Editing capacity rules
Deleting capacity rules


See also Creating capacity rules to balance agent
workloads and Viewing agents assigned to a capacity rule.


Editing capacity rules

The capacity rule settings, such as assigned agents or the channel
capacities, can be modified.
To edit a capacity rule

On the Capacity rules page, click the options menu icon ( ) and select Edit.

Make any changes you want, then click Save.




Deleting capacity rules

Admins can delete capacity rules that aren't needed any more. You can’t
delete the native capacity rule.
To delete a capacity rule

On the Capacity rules page, click the options menu icon ( ) and then select Delete.

Click Delete to confirm that you want to delete the rule.