--- schema_version: "1" id: a28fe22f24de50d7463debb8f6278d937c5918445dbf77bef2b5182efbf0afe5 title: Understand Capacity Models collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_presence_capacity_model.md canonical_url: https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 6ce383f3c6a6f79565439ffb03dc7c3ad70dbe0b1bed62e0ee36fbc731c56ed9 description: "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based." products: - Service Cloud release: "264" --- # Understand Capacity Models Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based. ### Required Editions
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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. #### See Also - [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [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.") - [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5 "Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.") - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5 "Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?")