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Configure agent-specific capacity profiles

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Important

This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Oct 23, 2023

Business value

Capacity profiles are a powerful way to manage agent capacity across channels and help define the types and amount of work agents can take up. In this release, admins and supervisors can allocate different quotas or concurrent conversation limits to agents depending on their expertise and experience. Senior or proficient agents can handle more cases and conversations compared to the junior agents for the same work type.

Feature details

This feature enables experienced agents to take up more concurrent work than the others.

Admins will be able to:

  • Specify custom limit for agents for specific profiles in the user management hub in the Customer Service admin center.
  • Use this feature with OData API calls and manage users programmatically.

Screenshot of update custom limit of a capacity profile for selected agents.

See also

Enhance agent efficiency and flexible work distribution with capacity profiles (blog)

Configure agent-specific work limits in capacity profiles (docs)