The agent capacity plans are designed to allow you to limit certain agents to capacity levels different to those set on your interaction channels, thus reducing the maximum number of interactions which they can handle at any one time.

To create a capacity plan head over to ADVANCED > PLANS

Here you can create or edit plans to assign to agents.

Creating a plan

1. Select the blue 'new plan' button in the top left of the screen.
2. Add a plan name, keep the active tick box ticked and enter a capacity you want to assign to the plan.
3. Once done, hit the green save button and the plan will appear under the 'Agent capacity header in the centre column.

Assigning to users

Head to the CTU page and select a user you want to assign the plan to.

You will notice a 'Capacity plan' drop down at the bottom of the user panel. Select this and choose your plan to assign.

If no plan is set, the user will be bound to the capacity set on the channel(s) they have access to.

When assigning a plan, the users capacity will be which ever is lowest, the capacity which is set on the Channel(s) or the capacity which is set on the Plan.

For example, if a user has a capacity plan set to 3 and is in 2 channels; web chat with 5 capacity and email with 1 capacity. The user will receive 1 from the email channel and 2 from web chat. If they have 3 channels all with 5 capacity, they would get 1 from each as their plan capacity is set to 3.

If an agent has a capacity less than the number of queues they are assigned to (e.g. capacity 3 but in 5 different interaction queues), they will still receive interactions for all channels but in the fetch order the system usually follows - interaction queues by highest priority and longest wait time.