Per the documentation "Work items that come in marked as Primary (e.g. a Chat) will check to see if the Agent has free capacity in their primary bucket only, ignoring (interrupting) any interruptible work items (e.g.a Case) that they have.
In reverse though, if an Interruptible item is in the queue, then it’ll only get assigned to an Agent if they have free space in both buckets."
Also " Voice Call and LiveChatTranscript records are uninterruptible and always use primary capacity."
Our Service Desk agents use a blended model. They can take 1 Voice call or 2 Chats. Just recently they will be on a Voice call (we use Service Cloud Voice with Amazon Connect) and a Chat will be delivered to the agent as a new workload item.
Anyone else having this issue?
#Service Cloud #Service Cloud Voice #Omni Channel #Omni-Channel
@Larry Hall - thanks Larry. Since the agents are in a Voice call, its a Chat that is being delivered. Since we are not using Amazon Connect for Chats would think its something that isn't right with how the Capacity is being calculated or something not working correctly with this new Interruptible Capacity. In the screen shot that was attached of Omni-Supervisor their primary capacity is 2/2 (1 call = 100% capacity) but their Interruptible capacity is 0/2.
Respect Agent Capacity seems all about what to do if there is an incoming Voice call - " If an agent’s capacity is greater than 0%, incoming calls are automatically declined so that the agent can focus on delivering excellent customer service. If your agents are helping customers on a chat, the incoming call is routed to the next available agent. "
