Prevent agent overload with smart capacity limits
Set maximum conversation limits per agent and inbox. Create capacity policies with exclusion rules to ensure balanced workloads and better response times.
Balance workloads automatically
Ensure agents have manageable workloads for better customer experiences.
Create flexible capacity policies
Define named policies with custom rules and limits. Assign policies to specific agents or teams based on their role, experience, or workload capacity.
- Create named policies with descriptions
- Set different limits for different teams
- Assign policies to specific agents
- Multiple policies for different scenarios
Set different limits per inbox
Not all channels require the same effort. Set higher limits for email where responses can be async, and lower limits for live chat that needs immediate attention.
- Set different max conversations per inbox
- Higher limits for async channels like email
- Lower limits for real-time chat channels
- Override global limits per inbox
Exclusion Rules
Smart exclusions for accurate counts
Not all open conversations require active attention. Exclude conversations based on labels or age so they don't count against an agent's capacity limit.
- Exclude conversations by label (e.g., waiting-for-customer)
- Exclude conversations older than a duration
- Conversations waiting for customer response don't count
- Stale conversations are automatically excluded
Why use agent capacity
Keep your team productive without burning them out.
Prevent Burnout
Ensure agents don't get overwhelmed with too many simultaneous conversations.
Faster Responses
With manageable workloads, agents can respond more quickly to each customer.
Better Quality
Focused agents provide more thoughtful, helpful responses to customers.
Fair Distribution
Auto-assignment respects capacity limits for even workload distribution.
New Agent Training
Set lower limits for new agents while they learn the ropes.
Channel Optimization
Optimize limits based on channel complexity and response time requirements.
Keep your team at peak performance
Start using agent capacity limits to ensure balanced workloads and faster response times.