20.5. Respect Agent Capacity

Currently phone calls will take priority over all other channel work your agents will be dealing with, so even if an agent was actively handling chat for example they will still be presented with a call to answer from a queue.

By enabling Respect Agent Capacity (RAC) you can now ensure the work channel capacities you set for Omni Channel are respected and as long as an agent has a non-0% capacity they will not be offered any calls until they’re fully available. If you want to know more about Respect Agent Capacity, please see the Salesforce documentation here.

Note: this feature relies on your agents being configured with an Omni Channel presence state that allows for multiple work channels, of which Phone is one of them and that the other channels have a non-0% capacity state set against them.

To enable this feature : 

1. Navigate Service Setup → Partner Telephony Setup
2. Click and enable Respect Agent Capacity
   
3. Navigate to Service Setup → App Manager → Service Console (or the App SCV is operating in) → Edit → Utility Items
4. Add ‘Natterbox SCV Omni-Channel Helper’ to the utility bar
5. Ensure ‘Start automatically’ is ticked
6. Done

Things to note when using this feature : 

From the Natterbox Wallboards, Agents who are at a non-0% capacity (i.e. dealing with a Case) will show as “Unavailable for voice calls”.

Agents will also see a new component alongside Omni Channel “Natterbox SCV Omni-Channel Helper”, this can be ignored and kept minimised : 

FAQ

I've enabled RAC but my agents are still getting interrupted with calls, what do I need to check?

1. Ensure those agents have been provided the "Natterbox SCV Omni-Channel Helper" component on their service cloud

2. Review your Omni routing configuration and ensure that the channels your agents are managing have a defined capacity set against them,  see the Salesforce documentation on this here

3. Ensure the Salesforce option "Respect Agent Capacity" has been enabled on the Partner Telephony setup page

Can I have my agents interrupted by calls as a priority. when working on certain channels?

If your channel has a non-0% capacity set then currently no, if you want your agents to be able to be interrupted by some channels but not others than you will need to set capacity to 0 for the channels you want to allow phone calls to interrupt.

My agent should be available to accept voice calls but is showing as 'Unavailable for Voice calls' in the Wallboards, what do I need to check?

Check the agent has no other work items assigned (this can be seen from Omni Supervisor in Salesforce)

Does RAC work with Freedom Salesforce?

No, RAC is specific to Salesforce Service Cloud Voice, outside of SCV capacity into not taken into consideration.