Applying agent capacity rules

Once you have defined your agent capacity rules, they can be applied to agent groups or to individual agents. The rules applied to a specific agent will over-ride the rules inherited from their group, if any.

For more background on agent capacity rules see Managing agent capacity.

For how to create the capacity rules see Creating agent capacity rules.

Applying capacity rules to an agent group

If you have created agent groups, you can apply a capacity rule to all agents in that group.

In your Admin account:

1. Go to the Users page.
2. Go to the Agent groups subpage.
3. If necessary, search for the group you want to update.
4. Click the group's name to edit its details.
5. Click the Capacity rule drop-down list and select the rule you wish to apply to this group.

6. Click the Save button in the top-right to save the changes.

All agents in that group will now follow the selected capacity rule, unless you have applied a rule to that specific agent.

Applying capacity rules to an agent

To apply a rule to an agent, in your Admin account:

1. Go to the Users page.
2. Go to the User list subpage.
3. If necessary, search for the agent you want to update.
4. Click the agent's name to edit their details.
5. Click the Capacity rule drop-down list and select the rule you wish to apply to this agent.

6. Click the Save button in the top-right to save the changes.