We have configured Omni-Channel for our German-based client, an automotive company. They raised one concern with us that support Agents were exploiting the system by keeping tabs open even when they are not actively working on tasks. This resulted in inefficient allocation of resources and decreased overall productivity.
Additionally, if an agent closes a tab that was opened by Omni-Channel for a specific work item, Omni-Channel considers that work closed as well.
In Salesforce-Omni channel, by default, the agent capacity is determined using the number of console tabs that are open in the agent’s Omni-Channel session. If an agent closes a work tab, Omni-Channel automatically marks the work as complete and frees up capacity.
As a solution for this, we replaced tab-based capacity with status-based capacity. In a status-based model, the agent’s capacity is determined not by the number of open tabs but by work status.
In this blog, I will explain how to set up a status-based capacity model in Salesforce Omni-Channel.
What is the Status-Based Capacity Model in Omni-Channel?
In Salesforce Omni-Channel, the Status-Based Capacity Model determines an agent’s capacity based on the status of a work item rather than the number of open tabs in the Service Console.
This means that an agent’s capacity remains consumed until the work item is marked as complete, paused, or reassigned, even if the agent closes the associated tab. It is a good alternative to the tab-based capacity model. The tab-based model determines agent capacity using the number of console tabs that are open in the agent’s Omni-Channel session.
Setup Status Based Capacity Model in Omni Channel
To set up a status-based capacity model in Salesforce Omni-Channel, it is required to have already set up Salesforce Omni-Channel.
Follow the steps below to set up a status-based capacity model in Salesforce Omni Channel.
- On the setup, go to the quick find and search, then select Omni-Channel settings.
- In the Omni-Channel settings, select the checkbox Enable Status-Based Capacity Model and save the changes.
- Navigate to Service Channel from Setup -> Quick Find -> Service Channel. Click on the Edit button on the configured service channel.
In this example, I have selected the channel serviceCase that I have configured to assign cases.
- In the selected service channel, scroll down to the section Capacity settings, and change the Capacity Model to Status-based.
- In the Capacity Model, specify the picklist field that you use to track work status and the field values that you use for completed and in-progress work.
In this, I have selected the status field as the case status field. After selecting the work status values, click Save.
As we save the settings of the service channel, the status-based capacity model will be enabled in the Salesforce Omni-Channel.
Test Status-Based Capacity in Salesforce Omni-Channel
Now, we will test the functionality of status-based capacity in Salesforce Omni-channel to ensure that work is managed according to its status. Follow the steps below to test the status-based capacity in Omni-Channel.
- Navigate to the Service Console from the App Launcher.
- Close all the tabs in the Service console and create a case record. After this change, the case owner is assigned to the queue configured with the service channel.
- After this, to see the task status capacity, navigate to Omni Supervisor from the app launcher.
In the Omni-channel supervisor, you will see the agent status and agent capacity. The primary capacity is shown as 20%, which means the capacity is being calculated based on their active status.
The workload displays 2 out of 10, indicating the agent has taken on two units of work. Here, the capacity will be available when the case status is ‘closed‘ or ‘merged‘ according to the settings we have defined.
This way, we can set up a status-based capacity model in Salesforce Omni Channel.
You may also like to read:
- Setup Skill Based Routing in Salesforce Omni Channel
- Salesforce Omni Channel Skill Based Routing Via Flow
- Skills-Based Routing Using Apex in Salesforce Omni-Channel
I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
