---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure an agent's maximum universal capacity

# Configure an agent's maximum universal capacity {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Prevent an agent from being assigned too many work items by configuring the agent's
maximum universal capacity. If the agent's maximum universal capacity has been reached,
additional work items won't be assigned to the agent.

## Vorbereitungen

Role required: admin

## Prozedur

1. Navigate to the universal capacity settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Additional settings section, select Set up universal capacity.
   * AllAdvanced Work AssignmentUniversal Capacity.
   {#awa-universal-capacity__choices_nt4_2f3_tvb}
2. Choose a situation.
   * To create a new maximum universal capacity for an agent, select New: {#awa-universal-capacity__table_qvr_x1d_rvb__entry__2}

     | Field | Definition |
     |-|-|
     | Max Universal Capacity | Maximum capacity for an agent across all service channels. If an agent's current capacity equals the maximum universal capacity, additional work items won't be assigned to the agent. |
     | Users | The max universal capacity is assigned to the users (agents) in the Selected list. Select agents in the Available list and then select the right-pointing arrow to add them to the Selected list. To filter the agents in the Available list, create a filter by selecting Add Filter or run an existing filter by selecting Run Filter. |
     [ ]

     {#awa-universal-capacity__table_qvr_x1d_rvb}
   * To update an existing maximum universal capacity for an agent, select the maximum universal capacity to update:{#awa-universal-capacity__table_oll_y1d_rvb__entry__2}

     | Field | Definition |
     |-|-|
     | Max Universal Capacity | Maximum capacity for an agent across all service channels. If an agent's current capacity equals the maximum universal capacity, additional work items won't be assigned to the agent. |
     | Universal Capacity In Use | Current workload for an agent across all service channels. |
     | Agent | Name of the agent. |
     [ ]

     {#awa-universal-capacity__table_oll_y1d_rvb}
   {#awa-universal-capacity__choices_qxh_x1d_rvb}
3. Select Submit for a new universal capacity or Update for an existing universal capacity.