Viewing Agents Assigned to Capacity Rule - Frequently asked questions
Discover answers to common questions about viewing agents assigned to a capacity rule in Zendesk. Learn how to manage and optimize your team's capacity effectively.
Frequently asked 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…
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….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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