Calculate Workloads in Real Time

Agent workloads are dynamically recalculated by background jobs running every 30-60 seconds. This is sufficient for most use cases. However, you can enable Calculate Workloads in Real Time if you need user workloads to recalculate the instant a record is created or edited.

For example, if your users have a workload capacity of one case, you may want to enable this feature to minimize their downtime between closing a case and receiving another.

Follow these steps to enable this feature:

1. Expand the Admin tab in the navigation menu and click Settings.
2. Click on the Object Settings tab.
3. Select an object.
4. Check Calculate Workloads in Real Time.
5. Click Save.