Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / When Setting up Unifie...
Service | Customer Service, Contact Center, Fie...
Answered

When Setting up Unified Routing, where can we see current available capacity of the Agent ?

(0) ShareShare
ReportReport
Posted on by NPN 40

When Setting up Unified Routing , I know that we have to set agent Capacity as below :

Customer Service Hub --> Service Management --> Users (under Unified Routing) --> Select A User -->Omnichannel Tab--> Capacity

But suppose I set the CAPACTY field as 1000 in the start of day, how do I then check the AVAILABLE CAPACITY for a user , after certain work items have been assigned to him ?

Ideally, I am looking for a field that should show me available capacity , because the CAPACITY field shows total capacity, but capacity should decrease after every work item is assigned to the agent right ? Not able to find that field.....the CAPACITY field shows the same value set by the user no matter how many work items are assigned to the agent.

Am I missing something here ? 

  • NPN Profile Picture
    NPN 40 on at
    RE: When Setting up Unified Routing, where can we see current available capacity of the Agent ?

    dian74

    Thanks a Lot for the clarification, I was racking my brain, about how and where to see this information. Did not find this information anywhere in the Microsoft Docs about Unified Routing documents :(.

    No wonder you are MVP :D

  • dian74 Profile Picture
    dian74 2,475 Most Valuable Professional on at
    RE: When Setting up Unified Routing, where can we see current available capacity of the Agent ?

    You're very welcome! It seems a bit hidden, that report right? If you don't know where it is you'll never find it! :)

  • Verified answer
    dian74 Profile Picture
    dian74 2,475 Most Valuable Professional on at
    RE: When Setting up Unified Routing, where can we see current available capacity of the Agent ?

    If you navigate to Omnichannel Intraday Insights tab and change the dashboard to 'Agent Insights' you can hover your mouse over the agents and see their available capacity. You can see in the screenshot below that I am on a call and therefor my capacity for voice inbound changed from 5 to 4. When I close/end the call, this will go back to 5. This report is available in the Omnichannel app and in the Customer Service Workspace app.

    PLEASE MARK THIS ANSWER AS VERIFIED

    pastedimage1651677327736v1.png

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Daivat Vartak – Community Spotlight

We are honored to recognize Daivat Vartak as our March 2025 Community…

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Kudos to the February Top 10 Community Stars!

Thanks for all your good work in the Community!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,516 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,430 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans