WorkLoad calculation on Command Center for Service

Publish Date: Apr 17, 2026

Description

Primary Capacity Integration: The Workload field is calculated exclusively based on an agent’s Primary Capacity.
Interruptible Capacity: The system does not factor in Interruptible Capacity when determining the percentage or value shown in the Workload column on Service Rep tab.
Impact: Even if an agent is currently handling multiple interruptible work items , these will not be reflected in their total Workload in the Command Center.

Resolution

Additional Resources

Knowledge Article Number

005318734

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