Understanding Capacity Rules in Zendesk
What are capacity rules in Zendesk's omnichannel routing?
Capacity rules in Zendesk's omnichannel routing help balance team workloads by setting limits on automatically assigned work.
These rules are part of the omnichannel routing feature, which allows you to manage how work is distributed among your team. By setting capacity limits, you can ensure that agents are not overwhelmed and that customer inquiries are handled efficiently. Adjusting these rules may be necessary after the initial setup to better align with your team's needs. For more information, refer to the originalZendesk help article.
More related questions
How can I edit capacity rules in Zendesk?
To edit capacity rules in Zendesk, navigate to the Capacity rules page and select the Edit option from the menu. You can modify settings like assigned agents or channel capacities. Once you're on the Capacity rules page, click the options menu icon…
What is the process to delete capacity rules in Zendesk?
Deleting capacity rules in Zendesk is straightforward, but note that you can't delete the native capacity rule. To delete a capacity rule, go to the Capacity rules page, click the options menu icon, and select Delete. Confirm your choice by…
Why might I need to adjust capacity rules in Zendesk?
Adjusting capacity rules in Zendesk helps balance your team's workload by setting limits on automatically assigned work. After your initial configuration of omnichannel routing, you might find that your team's workload needs rebalancing. Adjusting…
Can I delete the native capacity rule in Zendesk?
No, you cannot delete the native capacity rule in Zendesk. The native capacity rule is a default setting within Zendesk's omnichannel routing system, and it is not removable. This rule is essential for the basic functioning of the system, ensuring…
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