# Read Used Capacity, Available Capacity, And Utilization

## 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.

> Canonical page: https://zenops.cx/help/articles/read-used-capacity-available-capacity-and-utilization/
> Audience: For managers and team leads
> Summary: Capacity metrics show how much eligible online agent capacity is occupied by work and how much remains free.

## Notes on this article

### Note: Check the scope

In attributes. An agent can be eligible for more than one report row; overlapping row capacities are not additive.

## Visual references

- User Guide example: Agent Overview report showing used and available capacity, utilization, and status distribution.: [Agent Overview report showing used and available capacity, utilization, and status distribution.](https://zenops.cx/help/assets/realtime-agent-overview.png)