Set Up Support Reps’ Capacities

Support reps’ work can be either primary — that is, not to be interrupted, like a Voice call—or interruptible, like a case. By setting up support reps’ primary and interruptible work capacities, you give support reps the ability to pause long-standing or less urgent work to take on more pressing tasks.

For simple setups, in particular setups with a single channel, primary capacity for reps usually suffices. For more complex setups, especially where you want to blend real-time and asynchronous channels, consider interruptible capacity. For more on interruptible capacity, see Prioritize with Interruptible Capacity.

A value is required for primary capacity in the Capacity field. If you define only primary capacity, interruptible capacity is set to the same value by default.

Now you’re ready to create primary and interruptible capacity on reps’ work items. See Configure Work Items as Primary or Interruptible.