--- schema_version: "1" id: eedcb82d89bcf720bc0e583695ce040b260f058a5f47b042dd63f69e1641ed68 title: Prioritize with Interruptible Capacity collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_interruptible_capacity.md canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f3504b26280ae3b7ac2c0a9ffde3f39fc297de7273edbaa285e2234091c65fba description: When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away. products: - Service Cloud release: "264" --- # Prioritize with Interruptible Capacity When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away.
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You can designate work items as either primary or interruptible. A primary work item is one that is considered uninterruptible. Voice phone calls and chats are examples of tasks that shouldn’t be interrupted. An interruptible work item, by contrast, can be put aside in favor of more immediate work. A case that takes a long time to resolve is an example of an interruptible work item. Similarly, you can define service reps’ primary and interruptible capacities—how much uninterruptible and interruptible work, respectively, that each service rep can handle at a time. When Omni-Channel routes work, it looks at a work item’s size and interruptibility and then searches for service reps whose available capacities suit that work item. As an example, suppose service reps can handle one voice call and four cases at a time. Assuming each work item is one unit of capacity, set the service rep’s primary capacity at one work item and their interruptible capacity at four work items. Configure service channels so that voice calls are uninterruptible and cases are interruptible. If Omni-Channel assigns four cases to a service rep, that service rep is at full capacity for interruptible work and isn’t offered another case. But when a voice call, which is primary work, comes in, Omni-Channel sees that the service rep still has available primary capacity and assigns the call. Here’s a summary of Omni-Channel routing rules with respect to primary and interruptible capacity. | When the Work Is ... | … Omni-Channel Follows These Rules | | --- | --- | | Primary (Uninterruptible) | Omni-Channel assigns a primary work item only if the service rep has available primary capacity. When routing uninterruptible work, Omni-Channel doesn’t consider interruptible work that’s assigned to the service rep. | | Interruptible | When routing interruptible work, Omni-Channel considers only those service reps who have both sufficient primary and interruptible capacity. This way, if a service rep is busy with primary work such as a phone call, Omni-Channel doesn’t assign interruptible work that the service rep can’t get to. | ## Examples For the following scenarios, assume that service reps can handle up to five leads and five cases at a time, so primary and interruptible capacities are set to five relative work units. Each lead or case consumes one unit of work. In the respective service channels, we set leads as uninterruptible and cases as interruptible. - Service rep Erika is working on five cases, so she has no available interruptible capacity. She’s 100% available, though, for uninterruptible leads. When Omni-Channel receives a lead, it sees that Erika has available primary capacity and assigns the lead. - Service rep Lucas is working on five leads, so he has no available primary capacity. He has no cases, so he’s 100% available for interruptible work. When Omni-Channel receives a case, it checks if Lucas has both enough primary and interruptible capacity for the work item. Because Lucas has no primary capacity, Omni-Channel looks for another service rep who has capacity of both types available. ## Setting Up Interruptible Capacity Before Omni-Channel can route work items based on interruptibility, you must do the following: - Set up service reps’ work capacities. See [Set Up Support Reps’ Capacities](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5 "Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work."). - Set up work items as primary or interruptible. See [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible."). To view primary and interruptible capacity for each service rep, go to the Agents tab. ![The Agent tab shows primary and interruptible capacity](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agent_tab_interrupt_capacity_01.png) #### See Also - [Set Up Support Reps’ Capacities](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5 "Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.")