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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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