Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.
Required Editions
| View supported editions. |
- Tab-Based Capacity Model
- Determines service rep capacity using the number of console tabs that are open in the
service reps’s Omni-Channel session. When the service rep logs out, all the work that’s
assigned to the service rep is considered closed by Omni-Channel, and the service rep's
capacity is reset. Omni-Channel also considers the work to be closed when a service rep
closes the tab that Omni-Channel opened for the work item.
Tab-based capacity models aren’t supported in apps with standard navigation.
- Status-Based Capacity Model
- Determines service rep capacity using the status of work items assigned to the service rep. Service reps sometimes work on the same work item over multiple days, across multiple Omni-Channel sessions. The status-based capacity model checks the status of a work item to determine if the work consumes a service rep’s capacity. If the service rep closes a tab or logs out of Omni-Channel, their capacity isn’t reset until the work has a completed status.
A service rep can have a maximum of 100 work items open at a time. For tab-based capacity, the maximum is 100 tabs at once. For status-based capacity, the maximum includes work items that are paused or in progress.