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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 ?

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Posted on by NPN 42

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 ? 

Categories:
Dynamics 365 Customer Service
  • Verified answer
    D365 Goddess Profile Picture
    D365 Goddess 2,481 Most Valuable Professional on at

    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

  • D365 Goddess Profile Picture
    D365 Goddess 2,481 Most Valuable Professional on at

    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! :)

  • NPN Profile Picture
    NPN 42 on at

    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

  • SM-25031341-0 Profile Picture
    SM-25031341-0 4 on at
    What if I'm not using omnichannel but still using unified routing and work stream which is monitoring agent capacity profile while allocating cases.
    As a manager I want to see what is the remaining capacity for all agent so that I can allocate the cases manually without overloading them.
    Where I can get that view?
     
    Thanks.

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