Understand Capacity Models

Tab-Based Capacity Model

Determines service rep capacity using the number of console tabs that are open in the service reps’s Omni-Channel session. When the service rep logs out, all the work that’s assigned to the service rep is considered closed by Omni-Channel, and the service rep's capacity is reset. Omni-Channel also considers the work to be closed when a service rep closes the tab that Omni-Channel opened for the work item.

Tab-based capacity models aren’t supported in apps with standard navigation.

Status-Based Capacity Model

Determines service rep capacity using the status of work items assigned to the service rep. Service reps sometimes work on the same work item over multiple days, across multiple Omni-Channel sessions. The status-based capacity model checks the status of a work item to determine if the work consumes a service rep’s capacity. If the service rep closes a tab or logs out of Omni-Channel, their capacity isn’t reset until the work has a completed status.

A service rep can have a maximum of 100 work items open at a time. For tab-based capacity, the maximum is 100 tabs at once. For status-based capacity, the maximum includes work items that are paused or in progress.