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supervisor-capacity

Also available in Flex Plugin Library

A version of this feature is also available in the Flex Plugin Library. If you prefer to use the Plugin Library version alongside the template, please remove this feature from your instance of the template to prevent conflicts.

This feature implements a Channel Capacity panel in the Twilio Flex Teams View. Supervisors may configure each worker's capacity per channel, as well as whether or not a worker is eligible to receive tasks for that channel.

flex-user-experience​

Supervisor capacity demo

setup and dependencies​

Enable the feature in the flex-config asset for your environment. Optionally, you may also include a rules object in the feature configuration. Within the rules object, you may specify which channels should be displayed, and the allowed capacity range for that channel. If the rules object is present, only the channels specified will be displayed. If the rules object is not present, all channels will be displayed.

Here is an example configuration with rules:

"supervisor_capacity": {
  "enabled": true,
  "rules": {
    "voice": {
      "min": 0,
      "max": 1
    },
    "chat": {
      "min": 0,
      "max": 7
    }
  }
}

how does it work?​

Twilio Functions are used to query and update worker channel configuration via the TaskRouter API.