Understanding Your Work Capacity

Depending on whether your admin configured tab-based capacity or status-based capacity, how you close work varies. If your admin sets up the service channel to use the tab-based capacity model, Omni-Channel determines support rep capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases your capacity when a work tab is closed. If your work item is reassigned to a queue and another support rep picks it up, the work item still shows in your Omni-Channel instance until you close the tab. Tab-based capacity models don’t work with apps that use standard navigation.

If your admin sets up the service channel to use the status-based capacity model, Omni-Channel determines support rep capacity based on the status of accepted work, rather than the open tabs and sessions. Work remains assigned even if the rep closes the tab. If a rep is unavailable, their work still appears in the Omni-Channel component. Their work remains assigned and reflected in their capacity until the work is completed or reassigned to a different rep.