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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Override agent capacity for selected agents

# Override agent capacity for selected agents {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Change the default number of work items that an agent can handle for a service
channel.

## Antes de Iniciar

Role required: awa_admin or admin

## Por Que e Quando Desempenhar Esta Tarefa

To change the capacity for selected agents, use the Agent Capacity Override related list for the service channel. To change the
capacity for one or more members of a selected group, use the Agent Capacity Override related list for the group (Advanced Work AssignmentGroups).

## Procedimento

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

     In the Essential settings section, select Set up service channels.
   * AllAdvanced Work AssignmentService Channels.
   {#awa-change-agent-capacity__choices_nt4_2f3_tvb}
2. Select the service channel.
3. In the Agent Capacity Override related list, select New.
4. On the form, fill in the fields.  
   {#awa-change-agent-capacity__table_fdy_rhq_gfb__entry__2}

   | Field | Definition |
   |-|-|
   | Service Channel | Name of the selected channel. |
   | Override Capacity | Number of work items that the selected agents can handle. |
   | Users | Agents to which this override applies. Move the agent names from the Available list to the Selected list. You can use the filter to identify conditions that restrict the list of agents. Nota: The filter shows only users or groups that have AWA roles (awa_agent, awa_manager, awa_admin, admin). |
   [ ]

   {#awa-change-agent-capacity__table_fdy_rhq_gfb}
5. Select Submit.  
   The selected agents and their associated capacity values are listed in the Agent Capacities table.
{#awa-change-agent-capacity__steps_iyp_tkh_3fb}

## O que Fazer Depois

If you're configuring a service channel, you can [create or change an
inbox layout](https://servicenow-prod.fluidtopics.net/Un~Rjc0zL6CkwPgF9Ktr6Q "Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.") for the channel.