Omnichannel for Customer Service – Agent Specific Capacity Profiles
Microsoft has released a change to capacity profiles within Unified Routing, allowing for agent-specific capacities in Omnichannel for Customer Service. This means that different agents can handle different volumes of work, allowing for more tailored assignment of cases or conversations. The enhanced user management option can be used to adjust the capacity on an agent-by-agent basis, making it easier to maintain user skills, queues, and capacity profiles. This feature is useful for contact centers that have senior agents who can handle more work or want to assign different volumes of work to different agents.
Article 18m
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