Channel capacity offers details on the routing type and the maximum number of contacts that you can handle on each media channel. Your administrator determines your channel capacity, setting the maximum number of simultaneous contacts based on your multimedia profile and the queue in each specific channel.

To access channel capacity, click your User Profile. The available media channels include chat, email, voice, and social. For instance, if the channel capacity states 1 for voice and 3 for chat, it means you can handle one incoming voice call and up to three chat requests at a time.

The media channel badges are highlighted only when capacity is allocated. For example, if the number of contacts you can handle for voice is set as 1 and for chat as 0, the media channel badge for voice is highlighted while the badge for chat appears disabled.

The following are the media details:

Routing type

Details

Blended

Allows you to handle multiple contacts simultaneously across all channels. For example, chat–2, email–4, voice–1, and social–2.

Blended real-time

Allows you to handle one mandatory real-time channel, either voice or chat, along with other configured channels. For example, email–4, and voice–1.

Exclusive

Allows you to handle only one contact at a given time. For example, voice–1.