Your work capacity determines how many units of work you can handle at a given time.
For example, maybe you can handle up to 2 messaging sessions simultaneously or one phone call.
Your admin configured capacity for you.
Required Editions
Depending on whether your admin configured tab-based capacity or status-based
capacity, how you close work varies. If your admin sets up the service channel to use the
tab-based capacity model, Omni-Channel determines support rep capacity based on the open tabs.
Each tab is a session for a specific work item. To close the work item and remove it from your
Omni-Channel instance, close the tab for that item. The tab-based capacity model releases your
capacity when a work tab is closed. If your work item is reassigned to a queue and another
support rep picks it up, the work item still shows in your Omni-Channel instance until you
close the tab. Tab-based capacity models don’t work with apps that use standard
navigation.
If your admin sets up the service channel to use the status-based capacity model,
Omni-Channel determines support rep capacity based on the status of accepted work, rather than
the open tabs and sessions. Work remains assigned even if the rep closes the tab. If a rep is
unavailable, their work still appears in the Omni-Channel component. Their work remains
assigned and reflected in their capacity until the work is completed or reassigned to a
different rep.
