Units of Capacity in Routing Configurations and Capacity in Presence Configurations Salesforce

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Units of Capacity in Routing Configurations and Capacity in Presence Configurations Salesforce

Magulan Duraipandian

If you choose Routing Configurations Unit Capacity as 1 and Presence Configurations Capacity as 5, each agent will be able to handle 5 chats at a time.

Presence Configurations allows you to specify Agents capacity.

Routing Configurations allows you to specify units or percentage of capacity.

Routing Configurations

Presence Configurations

One Chat(50% capacity):

One Chat Transcript Accepted by the user, the workload is 2 out of 4 and the Capacity is 50%.

Two Chats(Full capacity):

Video Reference:

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