To distribute cases among Care agents efficiently and make sure that the agents are productive and are not overloaded, specify the maximum number of cases that a particular Care agent can be assigned to.
By default, a Care agent has their maximum number of cases set to 5. You can adjust this for each agent individually based on their seniority, experience, scheduled shifts, and so on. Keep in mind that not all assigned cases count toward this limit — only cases in specific statuses are included. See which cases count toward agent capacity below for details.
If automated assignment of cases is enabled in Care (see Automatically Assign Cases in Care), when a Care agent gets the maximum number of cases assigned, no more cases will be automatically assigned to this agent.
However, you can still assign cases to the agent manually (see Assign a Care Case to a Care Agent).
Which cases count toward agent capacity
Not all cases assigned to an agent count toward their capacity — only cases in specific statuses are included in the count. Cases in other statuses are excluded, even when assigned.
You decide which case statuses count toward agent capacity. For example, if cases waiting for a customer reply (Pending) or paused cases (On Hold) are occupying your agents' capacity without reflecting their actual workload, you can exclude these statuses so that agents can be assigned new cases sooner.
To be able to change which statuses count toward capacity, you must have the Manage Care workflows permission in Care (see Set up Care permissions).
Steps:
-
Go to Settings -> Care -> Case statuses.
-
Find the status in the table.
-
Switch the toggle next to the status:
-
ON: cases in this status count toward agent capacity. The change is saved immediately.
-
OFF: cases in this status no longer count toward agent capacity.
-
-
If you turned the toggle OFF, confirm the change in the confirmation dialog.
The new setting is saved for the whole account. The workload shown for agents is updated as their cases change and, at the latest, within about five minutes.
If you turn off all statuses, no cases count toward agent capacity, and agents can be assigned more cases than their maximum capacity.
Where to find the maximum capacity set for a Care agent
In the Care module, you can see the maximum capacity and their current workload next to each user’s name:
-
In the list of the users that opens when you want to assign a case to a Care agent (see Assign a Care Case to a Care Agent)
-
(Only if the Care user is online) In the list of the users who are currently online
To display the list of the online users, click the Status bar on the bottom left (see Control Your Online Presence and Status in Care).
The maximum capacity and the current workload are displayed as x/y (for example, 0/5 or 3/8), where x is the number of cases currently assigned to the agent and y is their maximum capacity.
-
The numbers are displayed in green when a Care agent has no (zero) cases currently assigned to them:
-
The numbers are displayed in black when a Care agent has a few cases currently assigned but the number of the assigned cases is smaller than the maximum capacity:
-
The numbers are displayed in red when the number of cases that a Care agent has currently assigned exceeds the maximum capacity set for this agent:
Set up the max capacity for a user
By default, a Care agent has the maximum number of cases set to 5. You can adjust it for each agent individually based on their seniority, experience, scheduled shifts, an so on.
To be able to set up the max capacity of a Care agent, you must have an account role with “Manage resources“ permission in Care are available to assign skills to (see Set up Care permissions).
Steps:
-
Go to Settings -> Users.
-
Find and click the user.
-
Click the Care tab.
-
Set the Individual case workload (capacity) parameter to the maximum number of cases for the agent.
Find out a user’s maximum capacity
To be able to find out the max capacity of a Care agent, you need the Access care permission to access this information; see Set up Care permissions).
Users with no Care permissions cannot access this information.
Steps:
-
Go to Settings -> Users.
-
Find and click the user.
-
Click the Care tab.
The maximum number of cases for the agent is displayed as the Individual case workload (capacity) parameter.