Agent Capacity defines how much work each Service Cloud agent can handle simultaneously — set on the agent's Service Presence Status. "Available - Voice" allows 1 work item; "Available - Cases" allows 5. Combined with per-channel Capacity Weight, drives Omni-Channel routing decisions.
- Open Setup → Service Presence Statuses
Setup gear → Quick Find: Service Presence → Service Presence Statuses.
- Click into a Presence Status (or create one)
Presence Statuses are the per-availability options agents pick from in the Omni-Channel widget.
- Set Capacity (the numerical max)
Total capacity for this status. "Available - All Channels" might be 6; "Available - Voice Only" might be 1.
- Pick which Service Channels this status accepts
Per-status, multi-pick from Service Channels. "Available - Voice" might accept Voice channel only.
- Save
Status is now usable. Agents pick from it; routing decisions key off the capacity it defines.
- Verify with Service Channel Capacity Weights
On each Service Channel, the Capacity Weight × number-of-active-work-items must stay below the agent's status Capacity. Misalignments produce surprising routing.
Max simultaneous work items.
Which channels this status can take work from.
Online / Busy / Offline. Drives whether routing happens at all.
- Agent Capacity is per Presence Status, not per Agent. A specific agent's effective capacity depends on which Presence Status they're in. Switching status mid-shift changes their capacity.
- Capacity × Weight math is unintuitive. Agent in status with capacity 6, holding 4 Cases (weight 1 each = 4 used), can take a Chat (weight 2, total 6 used = at cap) but can't take a Voice call (weight 5, total 9 = over cap).
- Below-capacity agents get routed work first. If your highest-skilled agents always show as "capacity available," they end up with disproportionate workload — tune capacities to match real handle time.