When agents are assigned to chat buttons that use both Chat Routing (legacy Live Agent Routing) and Omni-Channel Routing, their capacity usage is determined based on the routing method used for each chat. Here’s a detailed breakdown: Chat Routing (Legacy Live Agent Routing) Omni-Channel Routing Example Scenario In this scenario, even though the agent has a total capacity of 3, they can only accept one Chat-routed chat and one Omni-routed chat because their remaining capacity after these two chats is less than 1 unit. Key Points of Capacity Usage for Chat and Omni Routing: This nuanced capacity calculation helps manage the agent’s workload effectively when using a combination of legacy Live Agent Routing and Omni-Channel Routing. Like Related Posts Who is Salesforce? Who is Salesforce? Here is their story in their own words. From our inception, we’ve proudly embraced the identity of Read more Salesforce Marketing Cloud Transactional Emails Salesforce Marketing Cloud Transactional Emails are immediate, automated, non-promotional messages crucial to business operations and customer satisfaction, such as order Read more Salesforce Unites Einstein Analytics with Financial CRM Salesforce has unveiled a comprehensive analytics solution tailored for wealth managers, home office professionals, and retail bankers, merging its Financial Read more AI-Driven Propensity Scores AI plays a crucial role in propensity score estimation as it can discern underlying patterns between treatments and confounding variables Read more