Light Agents in Zendesk Capacity Rules Explained
Discover why light agents are included in Zendesk capacity rules and how it affects your workflow. Learn about potential adjustments.
Why are light agents included in Zendesk capacity rules?
Light agents are included in the capacity rule list to streamline the release process and ensure a seamless experience for all users. Although they cannot be assigned tickets, their inclusion helps maintain consistency across the platform.
However, this can complicate the implementation of capacity rules, as you may need to create separate rules to exclude light agents. Zendesk is aware of this issue and is open to making adjustments if necessary to improve user experience.
More related questions
How can I view agents assigned to a capacity rule in Zendesk?
To view agents assigned to a capacity rule, navigate to the Admin Center and select Objects and rules, then Omnichannel routing, and finally Capacity rules. On the Capacity rules page, click the options menu icon and select View assignees. A drawer…
How do I remove an agent from a capacity rule in Zendesk?
To remove an agent from a capacity rule, you need to assign them to a different capacity rule. In Zendesk, each agent must be assigned to one and only one capacity rule. By assigning them to a new rule, they are automatically removed from their…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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