Is possible to set the Omni-channel Agents capacity themselves?
Example: Suppose we sets the the default capacity is 4. The Agents can set it themselves as 5 or 6. We would need to have a maximum number also for this, like 6.
1 respuesta
Hi @Navya A. V.,
Omni-Channel agents don't have the ability to set their own capacities. These settings are controlled centrally by administrators, so agents can't directly adjust their own capacity.
For more information, please refer to: https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/service_presence_administrators.pdf
Hope this helps you. Thanks!
