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Agent Shown as "Busy" in Add Caller / Transfer List When Interruptible Capacity is Consumed — Salesforce Voice with Unified Routing

公開日: Apr 22, 2026
説明
When a transferring agent uses the "Add Caller" button in Salesforce Voice (formerly Service Cloud Voice), the capacity percentage (%) displayed for target agents in the transfer list reflects the combined consumption of both Primary and Interruptible capacity — not Primary capacity alone.

An agent is shown as Available in the transfer list only when both their Primary and Interruptible capacities are at 0%. If either capacity type has any consumption (even partially), the agent will be shown as Busy with the corresponding combined percentage
 
Example Scenario:
  • Agent A has a case assigned, consuming 10% of their Interruptible capacity
  • Agent A's Primary capacity remains at 0% (fully free for a Voice Call)
  • When Agent B clicks "Add Caller", Agent A shows Busy (10%) in the transfer list
  • This is expected behaviour, as the consumed % shown accounts for all capacity types combined
As per the Salesforce Help documentation [Add Callers or Transfer Calls], the availability statuses in the Add Caller / Transfer list are defined as:
  • Available — The agent's Omni-Channel presence status is set to Available for Voice and they have 0% capacity
  • Busy — The agent's Omni-Channel presence status is not set to Available for Voice, or they are assigned to one or more cases or calls. The consumed % capacity helps determine if they can take the call. A consumed capacity of 100% means the agent is at full capacity
  • Offline — The agent's Omni-Channel presence status is set to Offline
解決策
This is an expected behaviour as per the current design of Product.
 
  1. Busy % reflects combined capacity (Primary + Interruptible). It is not limited to Primary capacity only
  2. An agent will only appear as Available when both their Primary and Interruptible capacities are at 0%
  3. Any consumption of either capacity type — even as low as 10% — will cause the agent to appear as Busy with that combined percentage displayed
  4. Transferring agents should use the consumed capacity % as a guide to assess whether the target agent can handle an additional call. A lower % indicates more capacity is still available
  5. Admins should review and align capacity configurations to ensure that Interruptible capacity limits are set appropriately so agents are not inadvertently perceived as unavailable during voice transfers
その他のリソース

Note:

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If Unified Routing is turned off, the busy percentage for agents will not appear when "Add Caller" is clicked.
ナレッジ記事番号

005318918

 
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Salesforce Help | Article