What determines the agent's capacity and availability?

Two things determine whether an agent receives the next inquiry: how many they already have, and their current status.

Capacity

Each channel has a different cost. A phone call requires an agent's full attention, while an agent can handle multiple chats simultaneously. The capacity model must reflect this; otherwise, some agents will become overloaded.

Status

Available, busy, away. The status determines whether the agent is included in the distribution. It should be set automatically whenever possible—an agent on a call should not have to remember to change their status.

Common mistake

Setting capacity too high because it looks efficient. Three simultaneous chats sound manageable until one of them becomes difficult. Start low and increase it when the numbers show that it is feasible.