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.