What If Agents Exceed Capacity in Zendesk?
What happens if an agent exceeds their capacity in Zendesk?
If an agent exceeds their capacity in Zendesk, omnichannel routing will not assign them any new tickets for that channel until they have available capacity again. However, agents can still exceed their specified capacity if work is manually assigned to them or if inactive tickets become active again.
This means that while capacity rules help manage workload automatically, there are scenarios where agents might handle more than their set limit. It's important for admins to monitor these situations and adjust capacity rules or manual assignments as needed to maintain balance.
More related questions
What are capacity rules in Zendesk Omnichannel routing?
Capacity rules in Zendesk Omnichannel routing help balance your team's workload by setting limits on the number of tasks an agent can handle at once. For instance, you can limit an agent to handling only ten open email tickets at a time. This…
How do I add a new capacity rule in Zendesk?
To add a new capacity rule in Zendesk, you need to be an admin. Start by navigating to the Admin Center, then click on 'Objects and rules' in the sidebar, and select 'Omnichannel routing' followed by 'Capacity rules'. On the Capacity rules page,…
Can non-admins configure capacity rules in Zendesk?
No, only admins have the ability to configure capacity rules in Zendesk. This ensures that the setup and management of these rules are controlled and consistent across the organization. Admins can create, edit, and assign capacity rules to agents,…
How do capacity rules affect messaging conversations and live chats?
Capacity rules for messaging conversations and live chats in Zendesk are designed to manage both active and inactive tickets. The specified capacity for messaging applies separately to both messaging conversations and live chats. By default, only…
Can I set capacity rules for messaging only in Zendesk?
Yes, you can set capacity rules specifically for messaging in Zendesk. This is useful if your agents are only handling messaging tickets and you want to ensure they aren't assigned tasks from other channels. To do this, create a capacity rule with…
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