An agent's task capacity is used to determine how many tasks of a particular channel the agent can be reserved concurrently. For example, if Voicemail capacity is set to 10, the agent can handle up to 10 Voicemail tasks at a time. Once they reach 10, they must wrap up one of their existing Voicemail tasks to make room for new reservations.
All tasks are allocated to the following channels:
- Calls - How many call tasks of any kind (including inbound, scheduled callback, transfer) can be handled by an agent at a time. This is only configurable for AI agents, and set to 1 by default for all human agents.
- SMS - How many Manual Outbound SMS tasks, Inbound SMS tasks, campaign-triggered Agent SMS tasks, and Reminder tasks can be handled by an agent at a time. Note half of the set capacity is allocated to inbound tasks.
- Emails - How many Manual Outbound Email tasks and Inbound Email tasks can be handled by an agent at a time. Note half of the set capacity is allocated to inbound tasks.
- Voicemail - How many Voicemail tasks can be handled by an agent at a time.
- Custom Tasks - How many Custom tasks can be handled by an agent at a time.
Agents' capacity is configurable directly in the Agents page. To update capacity for a specific agent, click on the agent's name to open the slideout, and input your desired values in the Task Capacity section.