Scheduling Team Capacity

A teams capacity setting represents the number of simultaneous calls the team can handle. Each capacity-based team is provisioned with a static capacity value of up to 10,000 (see Create a Team for more information).

You can create scheduled team capacity strategies to override these settings in response to changing contact center conditions. If a team capacity strategy is not created for a team, the system uses the capacity value provisioned for the team.

Because teams can service multiple queues, team capacity is independent of the call routing strategies that you create for queues.