---
title: "Agent Capabilities"
canonical: "https://help.telegra.de/space/MCCE/9561348866519/Agent%20Capabilities"
format: markdown
---
Capabilities define how many objects, e.g. chats, mails and calls, can be assigned to an agent at the same time.

The best way to do this is to define a standard competence in the first step under System → **Channel Configuration → Capabilities**.

![Configuration of agent competencies in the telegra Contact Center](media://7d2c50fd-69d8-42bd-8d03-8b656b313fba)


The default skill specified here defines the default skill of all agents as long as no individual skill has been assigned to the agent:

![Standard skill as agent competence in the telegra Contact Center](media://86b10da6-8910-4a02-a9ea-ea72b17501ce)


The calculation for deciding how many objects, or conversations, to assign to an agent is as follows:

|  |  |
| --- | --- |
| Standard Skill | 15 Pt. |
| Call | 10 Pt. |
| Email | 3 Pt. |
| Chat | 6 Pt. |

This means for clarification in result:

### Example #1

- The agent is in a call (10 pt.)
- Additionally the agent can be assigned an email (10+3 = 13 pts.)
- He cannot be assigned a chat as long as he is busy with a call (10+6 = 16 pts.)

**Example #2**

- The agent is currently working on one chat (6 pts.)
- The agent can be assigned a second chat (6+6= 12 pts.)
- He can be assigned another email (12+3 = 15 pts.)

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> Macro (contentbylabel)