If you are having agents working in both Salesforce Case and Messaging Session objects/entities and would like to manage separate Capacity, then Capacity Type 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:

Primary Capacity is set to 5 and Interruptible Capacity is set to 2.

Case Routing Configuration:

Capacity Type is et to “Not Interruptible” and Units of Capacity is set to 1. So, Case records uses Primary Capacity and the agent can handle 5 Case records.

Messaging Session Routing Configuration:

Capacity Type is set to “Interruptible” and Units of Capacity is set to 1. So, Messaging Session records uses Interruptible Capacity and the agent can handle 2 Messaging Session records.

Output:

Note:

When the Primary Capacity is reached, the agents won’t receive Interruptible Work Items.