hello and welcome to a session on advanced work assignment universal capacity a feature introduced in the san diego release my name is eric merkel a product manager in this area so let's get started the problem we're trying to solve is agents need to have their capacity considered across all channels they work so let's talk about the capability before so in this case we have two channels one chat and one incident they both have a capacity set on them one the chat is set to two and the incident is set to five this means an agent will receive work items of up to five from the incident and two from chats for a total capacity of seven this can be overwhelming when agents are handling multiple work items like this so with universal capacity we introduced a setting that you can set per agent to set a total that both channels will not go above so in this case the agent is set to five so that's the total amount of work items this agent can receive so let's talk about how this is configured in the next demo so this demo is going to show you how to set up universal capacity so the first step is to check and look at what the channel capacity is set at so we're going to go to advanced work assignment service channels first we're going to look at the incident channel the incident channel has a max capacity of five set there is currently no agent overrides on that channel so in this case an agent would only be able to receive five incident records so next let's look at the chat is currently set to two so when we now set universal capacity we're going to look at those and when we set that universal capacity so we have 2 on the chat and 5 on the incident so now let's go to universal so universal capacity under the management area in advance work assignment there's a table called universal capacity this is where you're going to set the universal capacity across both channels for the agent so i select the new button and i want to set the max capacity here to say only five work items can be delivered to that agent at any time across those two channels so as you can see before when we look at the channels it really would have been a total of seven if we just let the channels use their max capacity so we're going to set this to 5 and i want to select an agent named maria and add it to the right and hit submit so now you can actually see that the max capacity for universal is set to 5 there's none in use right now for maria the next little sections i want to show you this in action now let's see universal capacity in action so in this case we have josh on the left who is an awa manager and we have maria on the right who is an agent marie on the right is available for both chat and incidents and josh is monitoring the queue with the awa operational dashboard you can see on the dashboard that marie is available for both channels she is already working on four incidents in our capacity remember in our last configuration we set universal capacity for a maximum of five in this case maria is close to her maximum universal capacity so let's look at universal capacity so if i navigate back to advanced work assignment and look at the university capacity area you're going to see that she is at universal capacity level 4 mostly coming from the incident channel so in this case now let's go back and let's route a chat to maria so we have a requester called kathy who is about to submit a chat to maria you can see that maria has the option to accept this time the work item that you saw on the left here from josh goes away and we should see that the capacity and use for maria on the chat channel now has increased by one in this case we should now be at our universal capacity limit so we're going to go back to universal capacity look and you're going to see we we hit the universal capacity and use max for maria so let's try one more item so in this case maria is at her capacity we should now see if i rout one more incident it's just waiting to be accepted so we see now on the left side a new waiting item in the queue our capacity is at our banks but we remember we had a capacity for incident of 5 on the channel but we've hit our universal capacity max so right now maria is not getting another incident in her queue what we'll do is we'll close this chat in her window and you're going to see automatically she received that pending waiting incident so at this point she's at her capacity and use for the channel for incident and she is also at her universal capacity in use limit also this is how universal capacity works in a san diego release thank you for joining