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Omnichannel for Customer Service Agent Specific Capacity Profiles

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#agentspecificcapacities

#capacityprofiles

#contactcenters

#enhancedusermanagement

#unifiedrouting

Dynamics 365 Customer Service

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Nov 20, 2023

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AI Summary

  • Microsoft has released a change to capacity profiles within Unified Routing.
  • This change allows for agent-specific capacities in Omnichannel for Customer Service.
  • Previously, all users associated with a capacity profile would handle the same volume of work.
  • The enhanced user management option now allows for customizing the work item limit on an agent-by-agent basis.
  • This feature is useful for assigning different workloads to senior and junior agents or for assigning greater workloads to certain agents.
  • The enhanced user management option is also helpful for maintaining user skills and queues.
  • Users can be selected and their attributes, such as skills, queues, and capacity profiles, can be updated.
  • This feature is also useful for quickly adding or removing agents from profiles, even without assigning custom limits.

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