Definition
Capacity metrics show how much eligible online agent capacity is occupied by work and how much remains free.
Context
Use them when deciding whether the team can absorb more work, while checking the selected grouping and status scope.
Attributes
- Used Capacity is capacity occupied by current work items.
- Available Capacity is capacity not occupied by those items in the eligible online pool.
- Utilization Rate describes the occupied share of that online capacity.
- Agent Overview can show capacity and utilization by selected business dimension or by agent.
Note: Check the scope
An agent can be eligible for more than one report row; overlapping row capacities are not additive.