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Work assignment based on capacity

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Posted on by Christian K

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Hi all,

I am using workstreams for work classification and assignment to an agent via push mode. The agent has a capacity limit assigned. (e.g. 10 cases)

I have been told by MS-support that all active cases are used to calculate the total capacity per agent. If a case is set on hold or waiting the status is still active and this case will still count towards the capacity limit and potentially cause that no new cases are assigned even though maybe his 10 cases (his limit) are all on hold and he could work new cases.

Did any of you encounter issues with this before? How did you solve this?

Rgds

Christian

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Christian K 138 on at

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RE: Work assignment based on capacity

Thx for the quick feedback!

stupid question as we are only working with cases at the moment, but where does the agent set wrap up? in the customer workspace app I can set availabilities and all but how do they indicate they are in wrap up phase?
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Nya 29,058 on at

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RE: Work assignment based on capacity

Hi Christian,

Please try to set the status as "wrap-up".

And then set the option "Block capacity for wrap up" as "don't block".

Block capacity for wrap up: Select a duration to block capacity when the agent is in Wrap-up state, such as 1 minute or 15 minutes. After the specified duration, agent capacity is released and presence is automatically reset. By default, Always block is selected, where agent capacity is blocked as long as the conversation is in Wrap-up state. You can also select Don't block, where agent capacity is released immediately, when the conversation moves to the Wrap-up state.

Note

If you have selected End of Day mode in capacity profile, agent capacity won't be reset after the duration selected in the Block capacity for wrap up field is over.