---
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title: Set Up Support Reps’ Capacities
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_setup_interruptible_capacity.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2391920a03fd7310abc11907a38a6c0ea4f4bbfe4e5345a3cff8c151ee59a13b
description: Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.
products:
  - Service Cloud
release: "264"
---
# Set Up Support Reps’ Capacities

Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.

### 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>

Support reps’ work can be either primary — that is, not to be interrupted, like a Voice call—or interruptible, like a case. By setting up support reps’ primary and interruptible work capacities, you give support reps the ability to pause long-standing or less urgent work to take on more pressing tasks.

For simple setups, in particular setups with a single channel, primary capacity for reps usually suffices. For more complex setups, especially where you want to blend real-time and asynchronous channels, consider interruptible capacity. For more on interruptible capacity, see [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "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.").

In Setup under Presence Configurations, define primary and interruptible capacity. These values represent the maximum amount of primary and interruptible work that a rep can handle at a time. You can specify available capacity using relative work unit values or a percentage.

![Define 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_presence_config_interruptibility_01.png)

A value is required for primary capacity in the Capacity field. If you define only primary capacity, interruptible capacity is set to the same value by default.

Now you’re ready to create primary and interruptible capacity on reps’ work items. 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.").

#### See Also

- [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "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.")
- [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.")