Agent Capacity Profiles

Agent capacity profiles allow you to customize routing based on what kinds of interactions agents can handle simultaneously. They work alongside the existing contact delivery settings to give you control over how the system delivers interactions to agents across channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. or ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and helps you prevent situations where an agent is assigned multiple real-time interactions at once. By setting these limits, you ensure agents can stay focused and provide better service.

For example, when the agent is currently handling a real-time interaction, such as a chat or phone call, you may only want non-real-time interactions delivered to them. But if the agent is handling a non-real-time interaction such as an email, it's okay for the system to deliver them a phone call.

Agent capacity profiles define the conditions for when and how contacts are routed to agents. You can control routing based on:

  • The channel of the interaction the agent is currently working on (for example, voice or chat).
  • The channel of the interaction currently waiting in the queue.
  • The active ACD skill assigned to the interaction the agent is currently handling.

Restricting by channel lets you prevent the system from assigning agents multiple real-time interactions at the same time. Restricting by skill lets you define restrictions for situations associated with certain skills, such as escalations or high-priority inquiries. For all types of conditions, you can choose allow interactions on the channels configured in your system, such as emails, chats, voice, voicemail, work items, SMS, digital. You can also choose None if you don't want any interactions delivered to agents under that condition.

How Agent Capacity Profiles Work

When delivering an interaction to the agent: 

  • The system evaluates the agent's capacity profile.
  • If the profile allows the interaction, the system delivers it within the agent's existing contact delivery settings.
  • If the profile does not allow it, the system skips the agent and moves on to the next eligible agent.

Key Facts About Agent Capacity Profiles

  • Agent capacity profiles require dynamic delivery. Your NiCE CXone account representative must enable it in your system.
  • Agent capacity profile permissions are required to view, create, or manage profiles in your system.
  • If your system is configured for divisions,agent capacity profiles are not supported.
  • Assign agent capacity profiles to agents or teams.
  • Each agent or team can only have one assigned profile. If you assign another profile to an agent or team that already has one, the system overwrites the existing assignment.
  • When you create a profile, you must assign it to at least one team or agent.
  • Each profile can have multiple conditions in it. This allows you to set conditions for many combinations of channels and skills.
  • The maximum number of profiles is 5,000.