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How capacity usage is measured when Agents are assigned to chat buttons that use both Chat and Omni routing

Veröffentlichungsdatum: Jun 10, 2026
Beschreibung
If an Agent that is assigned to multiple buttons and some of those buttons use Chat (Skill) Routing (Least Active, Most Available or Choice) and other buttons use Omni Routing (an Omni associated Queue), how is capacity expected to behave?

We know that when using Chat routing for a chat button, those chats will count as 1 Unit of capacity. However, for Omni routed chats, you can set the Units of Capacity or Percentage of Capacity on the Omni Channel Routing Configuration.

If, for example, a Routing Configuration is used as a Percentage of Capacity equal to "52%" and had the Agent's Capacity set to "3" (via the Presence Configuration), what would the capacity usage look like if the Agent received both a Chat routed chat and an Omni routed chat? 
Lösung

In order to determine the weight of an Omni routed chat, use the following equation: 

<h2>Capacity Calculation Formula</h2>

 

Percentage of Capacity (.52) * Capacity (3) = Units of capacity for each Omni routed chat (1.56)

So if an Agent received a Live Agent routed chat (legacy Live Agent Routing)*, that would consume 1 unit of capacity, leaving the Agent with 2 units left. 
If they then received an Omni routed chat, that would consume 1.56 units of capacity, leaving the Agent with .44 units of capacity left. This means they could not take an additional chat, even though their Capacity is set to 3, they can only accept 2 chats in this scenario. 

However, if they received 3 Live Agent routed chats (legacy Live Agent Routing)*, they could accept all 3 because each one is worth 1 unit. 
If they received 1 Omni routed chat and nothing else, they could not accept a 2nd Omni routed chat because each Omni routed chat is worth 1.56 Units (52% of a Capacity of 3). For 2 Omni routed chats, that would be 1.56 units + 1.56 units, which is greater than their Capacity of 3. 



* NOTE: As of Lightning Experience, all chat buttons must use Omni-Channel routing. Legacy Live Agent routing is no longer available for new chat buttons.
See also:​​​ Chat Routing Options
Nummer des Knowledge-Artikels

000383825

 
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