If you are having agents working in both Low and High Priority Salesforce Case records and would like to manage separate Capacity, then Capacity Types Not Interruptible and Interruptible can be used. Not Interruptible Capacity Type uses Primary Capacity configured to the agent. Interruptible Capacity Type uses Interruptible Capacity configured to the agent. Presence Configuration: … Continue reading Manage separate Capacity for Salesforce High and Low Priority Cases