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Set team capacity by priority

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Capacity by priority is an advanced feature you can configure for your teams. Capacity by priority allows you to bypass default routing and allow multiple queues with different priorities to route conversations to an agent at once, instead of waiting for a queue to empty before switching to another queue.

Default routing behavior routes conversations from the queue with the highest priority until it's empty before moving on to the next queue. 

Who can access this feature?
User typesAdmins can access team profile settings.


In this article:

Prerequisites

Before following this guide, set up for your organization the following:

How to configure capacity by priority in teams

  1. In Settings> Users > Teams.
  2. Select Editfor the team you'd like to configure and go to the Routing Profile tab. Capacity by priority works for teams with multiple assigned queues, like the below:

  3. Expand Advanced Configurations and go to Capacity by Priority.

  4. Set the maximum capacity an agent can have for each queue priority, taking into account the queues assigned to the team in their routing profile.

    In this scenario, let's say you want agents to be assigned no more than 2 chats at a time, as well as a maximum of 3 emails. Instead of waiting for the All Chats queue to be emptied before agents receive conversations from the All Emails queue, your Capacity by Priority configuration will now allow both queues to route conversations at each queue priority's maximum capacity.

  5. Use the toggle to turn on each capacity configuration and then select Save Changes

Pause lower priority routing

The Pause Lower Priority Routing setting prevents conversations from being routed to an agent if they are working on a higher priority item. This only applies if capacity by priority is enabled for that admin's team profile. See Understand queue priority for more information.

This setting is only available when capacity by priority is turned on. Pause Lower Priority Routing is configurable in Settings > Routing > General Queue Settings > Advanced Configurations.