---
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title: Respect Rep Capacity for Voice Calls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_respect_agent_capacity.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_respect_agent_capacity.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cfde3a1c5d735ddedbd9490f8d362cdd58f745dd1a7c02c0fc2eda2fe8653d99
description: Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Respect Rep Capacity for Voice Calls

Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<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.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143411e73">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">
              <p>Salesforce Voice Contact Center Admin</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To view the Partner Telephony Contact Centers page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">
              <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center
                Admin</p>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Respect Rep Capacity for voice calls is turned on by default for new Salesforce orgs starting in Winter ’24.

Use Respect Rep Capacity with contact centers that use blended routing for reps who handle multiple channels, where you want to keep used rep capacity within 100%. For example, use the feature if reps address voice calls and messaging sessions, and voice routing flows through a partner system while messaging session routing flows through Omni-Channel. The feature isn’t compatible with Omni-Channel Unified Routing or external routing that’s unified on a partner’s system. If Omni-Channel Unified Routing is enabled, Omni-Channel capacity rules apply regardless of the Respect Rep Capacity setting. Turn off the feature if it doesn’t apply to your use case.

Respect Rep Capacity works with Omni-Channel settings for primary or interruptable capacity and capacity weight. We recommend setting voice calls as primary so that reps can give their full attention to each call.

Consider these examples of how the Respect Rep Capacity setting impacts the rep experience. Assume the rep has a presence configuration that supports voice calls as well as other work such as messaging and cases. Voice calls and messaging sessions are set to primary capacity and cases are set to interruptable capacity. In these example scenarios, a voice call consumes 100% of a service rep’s capacity, a messaging session consumes 30% of a rep’s capacity, and a case consumes 10% of a rep’s capacity. For example, a rep can be assigned to one call at a time or two messaging sessions and three cases at a time.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143411e158">Scenario</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143411e161">Respect Rep Capacity Setting Selection</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143411e164">Behavior</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on two messaging sessions when a customer calls into the contact
              center.</td>

            <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is on</td>

            <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">
              <p>The rep doesn’t receive the call because their used primary capacity is 60% and
                the voice call is routed to the next available rep. The rep's status stays set to
                Available for All. The rep’s Amazon Connect status is Missed because Omni-Channel
                declined the call.</p>
              <p style="margin-bottom:0;">The rep’s Amazon Connect status will be set back to Available when a rep's used
                primary capacity is 0%. In high-volume contact centers, the rep might remain in
                Missed status on Amazon Connect due to new messaging sessions coming in.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on two messaging sessions when a customer calls into the contact
              center. </td>

            <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is off</td>

            <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">The rep receives the call even though their used primary capacity is 60%. After
              the call is assigned, their capacity is above 100%. They can’t give their open
              messaging sessions the attention they need because they are on an active
              call.</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on a call with a customer when a messaging session comes into the
              contact center.</td>

            <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is on</td>

            <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">The rep doesn’t get the messaging session assignment because their used primary
              capacity is 100%. The messaging session is routed to the next available rep, and the
              first rep focuses on their active call.</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on a call with a customer when a messaging session comes into the
              contact center.</td>

            <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is off</td>

            <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">The rep doesn’t get the messaging session assignment because their used primary
              capacity is 100%. The messaging session is routed to the next available rep, and the
              first rep focuses on their active call. Respect Rep Capacity doesn’t impact the
              routing of messaging sessions through Omni-Channel. Instead, it impacts voice calls
              routed by telephony partners.</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A call and a messaging session enter the same queue at approximately the same
              time while a rep is available.</td>

            <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is on</td>

            <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">A known race condition due to external routing and Omni-Channel routing
              typically causes the messaging session to get routed to the rep first.</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A call and a messaging session enter the same queue at approximately the same
              time while a rep is available.</td>

            <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is off</td>

            <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">
              <p>If the contact center uses external routing, the rep receives the call and the
                messaging session both. After the work is assigned, the rep’s primary capacity is
                above 100%. They can’t give the messaging session or the active call the attention
                they need.</p>
              <p style="margin-bottom:0;">If the contact center uses Omni-Channel Unified Routing to route all work through
                Omni-Channel, the work item that enters the queue first is routed first. The
                second item is assigned to a different rep.</p>
            </td>

          </tr>
        </tbody>
      </table>

Follow these steps to turn on Respect Rep Capacity.

1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup depending on your telephony model.
2. Turn on **Respect Rep Capacity**.

If Omni-Channel is set to prioritize voice calls, other channels may take priority when reps are at capacity or overloaded.

#### See Also

- [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&language=en_US)
- [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&language=en_US)