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Respect Rep Capacity for Voice Calls
Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Agent Capacity, a rep’s used primary capacity must be 0% to be assigned a call.
Required Editions
This article applies to:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony
- Service Cloud Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view the Amazon Contact Centers page: | Customize Application AND Manage Call Centers OR Delegated Contact Center Admin |
| To create and manage a contact center: | Contact Center Admin OR Delegated Contact Center Admin |
| To view the Partner Telephony Contact Centers page: | Customize Application AND Manage Call Centers OR Delegated Contact Center Admin |
| To create and manage a contact center: | Contact Center Admin (Partner Telephony) OR Delegated Contact Center Admin |
Use Respect Agent Capacity with contact centers that use blended routing for reps who handle multiple channels, where you want to keep used rep capacity within 100%. For example, use the feature if reps address voice calls and messaging sessions, and voice routing flows through a partner system while messaging session routing flows through Omni-Channel. The feature isn’t compatible with Omni-Channel Unified Routing or external routing that’s unified on a partner’s system. If Omni-Channel Unified Routing is enabled, Omni-Channel capacity rules apply regardless of the Respect Agent Capacity setting. Turn off the feature if it doesn’t apply to your use case.
Respect Agent Capacity works with Omni-Channel settings for primary or interruptable capacity and capacity weight. We recommend setting voice calls as primary so that reps can give their full attention to each call.
Consider these examples of how the Respect Agent Capacity setting impacts the rep experience. Assume the rep has a presence configuration that supports voice calls as well as other work such as messaging and cases. Voice calls and messaging sessions are set to primary capacity and cases are set to interruptable capacity. In these example scenarios, a voice call consumes 100% of a service rep’s capacity, a messaging session consumes 30% of a rep’s capacity, and a case consumes 10% of a rep’s capacity. For example, a rep can be assigned to one call at a time or two messaging sessions and three cases at a time.
| Scenario | Respect Agent Capacity Setting Selection | Behavior |
|---|---|---|
| A rep is on two messaging sessions when a customer calls into the contact center. | Respect Agent Capacity is on | The rep doesn’t receive the call because their used primary capacity is 60% and the voice call is routed to the next available rep. The rep's status stays set to Available for All. The rep’s Amazon Connect status is Missed because Omni-Channel declined the call. The rep’s Amazon Connect status will be set back to Available when a rep's used primary capacity is 0%. In high-volume contact centers, the rep might remain in Missed status on Amazon Connect due to new messaging sessions coming in. |
| A rep is on two messaging sessions when a customer calls into the contact center. | Respect Agent Capacity is off | The rep receives the call even though their used primary capacity is 60%. After the call is assigned, their capacity is above 100%. They can’t give their open messaging sessions the attention they need because they are on an active call. |
| A rep is on a call with a customer when a messaging session comes into the contact center. | Respect Agent Capacity is on | The rep doesn’t get the messaging session assignment because their used primary capacity is 100%. The messaging session is routed to the next available rep, and the first rep focuses on their active call. |
| A rep is on a call with a customer when a messaging session comes into the contact center. | Respect Agent Capacity is off | The rep doesn’t get the messaging session assignment because their used primary capacity is 100%. The messaging session is routed to the next available rep, and the first rep focuses on their active call. Respect Agent Capacity doesn’t impact the routing of messaging sessions through Omni-Channel. Instead, it impacts voice calls routed by telephony partners. |
| A call and a messaging session enter the same queue at approximately the same time while a rep is available. | Respect Agent Capacity is on | A known race condition due to external routing and Omni-Channel routing typically causes the messaging session to get routed to the rep first. |
| A call and a messaging session enter the same queue at approximately the same time while a rep is available. | Respect Agent Capacity is off | If the contact center uses external routing, the rep receives the call and the messaging session both. After the work is assigned, the rep’s primary capacity is above 100%. They can’t give the messaging session or the active call the attention they need. If the contact center uses Omni-Channel Unified Routing to route all work through Omni-Channel, the work item that enters the queue first is routed first. The second item is assigned to a different rep. |
Follow these steps to turn on Respect Agent Capacity.
- From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup depending on your telephony model.
- Turn on Respect Agent Capacity.
If Omni-Channel is set to prioritize voice calls, other channels may take priority when reps are at capacity or overloaded.
