---
schema_version: "1"
id: 4c138bd43b9e732862cd1b430a72b83c1a838951abe3fe2cf359d9f86168aad9
title: Understanding Your Work Capacity
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_rep_capacity.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_rep_capacity.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e183eeb9a779e8fd0bd8ab1e74b7dd1ac855e4a374109518dafd7a1f3cf644af
description: 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.
products:
  - Service Cloud
release: "264"
---
# Understanding Your Work Capacity

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

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.