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Viewing agent capability

Company administrators can view the queue-item task capability for a user account.

View the queue-item capability for a user account:

  1. Click Staff > Users on the menu bar. A list of the user accounts that are already set up is displayed.
  2. Select the appropriate user account. The user details or New User page is displayed.
  3. Click the Capabilities tab.

Definitions

  • Capability: A capability rating that determines the number of simultaneous item tasks (calls, emails, webchats, etc.) that this agent can handle across all queues to which they are assigned.
    • When channel blending is in use, a higher capability rating for this agent means that they can handle more concurrent task items than agents with lower capability ratings. Although multiple emails and webchats can be handled simultaneously, an agent can handle only one call or work item at a time.
    • Note: The capability rating for this individual user account overrides the default capability rating set at the system level on the Channel Configuration page.

Related reference
Changing channel capabilities