Capacity Service

The Capacity Service enables you to define the number of scheduled callbacks that are allowed for Callback for a given time slot in the week. Then, your Callback service refers to your Capacity service and to your Office Hours service to adjust the agent availability and the number of scheduled callbacks.

You can define exceptions for dates when fewer or more scheduled callbacks are available, and you can define as many Capacity services that you need to match your Callback services.

Make sure to update the existing calendar configuration to set the correct timezone for your Capacity service. For instance, if you configured "EST", or "PST" timezones with the configuration, your parameters must use the timezones defined for Java such as "America/Toronto", or "Europe/Paris". See Wikipedia to get the list of correct timezones.

Create a Capacity Service

Create a new service and select capacity in the list of templates.

Once this service is created, you can use the Capacity API.

Important

You also need to create an Office Hours service.

Link your Capacity to your Callback Service

If your Callback service needs variable capacity levels, you must map its _capacity_service parameter value with the name of the Capacity service that you have created.

Important

Callback services that need fixed capacity levels can continue to use the _max_request_by_time_bucket option. But, if your Callback service includes both _capacity_service and _max_request_by_time_bucket options, then _max_request_by_time_bucket is ignored.

Add Capacity

Edit the Capacity value to open the Capacity grid widget. Enter your capacity per Day or Hours, then Save.

You can see for which days of the week the Capacity service is defined.

Add Exceptions

For more flexibility, you can set exceptions for the Capacity service. You can enter dates with different capacities for federal holidays, vacations, and so on.

Edit the Capacity Exception value to open the interface.

You can add as many exceptions as you need. You can also even update later to modify your capacity.

Click Save to update your Capacity data. A popup message displays the operation result.

Display Sub-capacities and Sub-exceptions

To display the list of sub-capacities and sub-exceptions, enable Advanced Parameters.