Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

Pain Point:
Without agent capacity control:

Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

Supervisors cannot reserve a portion of agent availability for live channels while still allowing them to contribute to async workloads.

It reduces flexibility and efficiency for operations that handle multiple channel types.

Example Scenario:
A managed service provider supports several businesses using RingCX. Each business uses Apple Business Chat for async messaging and LiveChat for real-time web interactions. Ideally, the same set of agents should contribute to both, but with clear limits — for example, each agent could manage 3 async conversations while keeping 50% of their capacity free for immediate live chat assignment. This is not currently possible without manual monitoring or third-party workarounds.

Proposed Solution:
Introduce an Agent Capacity Profile feature in RingCX similar to Engage Digital, enabling:

Definition of concurrent conversation limits by interaction type (async and real-time).

Ability to assign different profiles to agents, queues, or roles.

Dynamic capacity management so agents aren’t overloaded.

Benefits:

Optimizes agent utilization while maintaining responsiveness on real-time channels.

Improves SLA adherence across all communication types.

Allows businesses to better manage diverse digital workloads without custom routing hacks.

Aligns RingCX with proven features from Engage Digital, supporting a smoother migration path for customers transitioning between platforms.