July 22, 2020

Units of Capacity in Routing Configurations and Capacity in Presence Configurations Salesforce

If you choose Routing Configurations Unit Capacity as 1 and Presence Configurations Capacity as 5, each agent will be able to handle 5 chats at a time.

Routing Configurations


Presence Configurations




One Chat Transcript Accepted by the user, the workload is 2 out of 4 and the Capacity is 50%.

Two Chats(Full capacity):


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