Create Agent Capacity Profiles

Agent capacity profiles allow you to customize routing based on what kinds of interactions agents can handle simultaneously. You can create multiple profiles for various combinations of channels and other conditions.

Create an Agent Capacity Profile

Required permissions: Routing Center > Agent Capacity Profiles > Config

  1. In NiCE CXone, click the app selector and select Routing Center.

  2. Click Agent Capacity Profiles and then click New Profile.

  3. Enter Profile Name and enter an optional Description.

  4. Click Next.

  5. On the Define Conditions page, click Add Condition and select the type of condition you want to add.

    Option Details
    When agent is working on a channel This condition lets you restrict the kinds of interactions the system delivers to the agent depending on the channel of the interaction they're currently working on.

    When channel is top of the queue

    		 This condition lets you restrict the kinds of interactions the system delivers to the agent based on the channel of the interaction that's next in the queue.
    When agent is working on a specific skill This condition lets you restrict the kinds of interactions the system delivers to the agent depending on the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. of the interaction they're currently working on.
  6. In the box for the new condition that appears on the page, choose the options you want for this condition:
    • When agent is working on [channel]: Select the [channel] and then select what other types of interactions they can receive at the same time.

    • When a [channel] is top of the queue: Select the [channel] and then select the to [channel] to be routed instead.

    • When agent is working [skill]: Select the [skill] and then select the type of interactions the system can deliver while the agent is working on that skill.

      Email, Chat, and SMS correspond to both legacy email, chat, and SMS channels and digital email, chat, or SMS channels. Select Digital for any other digitalClosed Any channel, contact, or skill associated with Digital Experience (DX). channel.

  7. To remove a condition, click the trash can Icon of a trash can..

  8. Click Next.

  9. One the Select Assignments page, assign the profile to the teams or agents you want it to apply to:

    1. Click the Teams or Agent tab.

    2. Click Select Teams or Select Agents.

    3. Search for the teams or agents and select each one you want to assign this profile to. Teams or agents with a profile listed in the Profile column already have an agent capacity profile assigned. Assigning a new profile automatically replaces the existing one. Agents and teams can only have one profile at a time.

    4. Select the checkbox in the column headings to select all teams or agents.

    5. Click Select.

    6. If some of the teams or agents you selected already have a profile, you're prompted to confirm that you want to replace their assigned profile. Click Confirm.

  10. Click Finish.

  11. On the Agent Capacity Profile Created message box, choose whether you want to activate the profile now or later.

Edit an Agent Capacity Profile

Required permissions: Routing Center > Agent Capacity Profiles > Manage

  1. In NiCE CXone, click the app selector and select Routing Center.

  2. Click Agent Capacity and locate the profile you want to work with.

  3. If the profile you want isn't visible, select All or Inactive from the drop-down on the right side of the page.

  4. Click the three stacked dots Icon of a stack of three dots. and select an editing option. Each option takes you to one of the tabs in the agent capacity profile. You can click to other tabs from there.

    Option Details
    Edit Profile Select to go straight to the profile's Configuration tab to edit the profile name and description.
    Edit Conditions Select to go to the profile's Conditions tab and modify or add conditions.
    Edit Assignments Select to go to the profile's Assignments tab and add or delete assigned teams and agents.

  5. Make changes to the profile's settings. Refer to the steps in the preceding task to learn more about each setting.

  6. Click Save when you're done modifying the profile.

Activate an Agent Capacity Profile

Required permissions: Routing Center > Agent Capacity Profiles > Manage

When you create a profile, you can choose whether to activate it immediately or later. You can also reactivate profiles that you previously deactivated.

  1. In NiCE CXone, click the app selector and select Routing Center.

  2. Click Agent Capacity and locate the profile you want to work with.

  3. If the profile you want isn't visible, select All or Inactive from the drop-down on the right side of the page. You can also use the search bar at the top of the page, but it will only show you profiles that match the selected profile state.

  4. Click the three stacked dots Icon of a stack of three dots. and select Activate.

  5. Click Confirm on the message box to confirm that you want to activate the selected profile. The profile's status updates to Active.

  6. Test the profile by simulating interactions to ensure that the routing conditions are defined correctly.

Deactivate an Agent Capacity Profile

Required permissions: Routing Center > Agent Capacity Profiles > Manage

Profiles cannot be deleted, but you can deactivate profiles that you don't want to be available for use.

  1. In NiCE CXone, click the app selector and select Routing Center.

  2. Click Agent Capacity and locate the profile you want to work with.

  3. If the profile you want isn't visible, select Allor Active from the drop-down on the right side of the page. You can also use the search bar at the top of the page, but it will only show you profiles that match the selected profile state.

  4. Click the three stacked dots Icon of a stack of three dots. and select Deactivate.

  5. Click Confirm on the message box to confirm that you want to deactivate the selected profile. The profile's status updates to Inactive.

View an Agent Capacity Profile's Audit History

Required permissions: Routing Center > Agent Capacity Profiles > View

  1. In NiCE CXone, click the app selector and select Routing Center.

  2. Click Agent Capacity and locate the profile you want to work with.

  3. If the profile you want isn't visible, select All, Active, or Inactive from the drop-down on the right side of the page. You can also use the search bar at the top of the page, but it will only show you profiles that match the selected profile state.

  4. Click the three stacked dots Icon of a stack of three dots. and select Audit History.

  5. Manually enter a date range for the report or click the calendar icon.

  6. Select a Start Date and End Date on the calendar.

  7. Scroll to select a time of day or manually enter a time.

  8. Click Apply.

  9. Click Run Report.