--- title: "Capabilities and Weightings" canonical: "https://help.telegra.de/space/MCCE/9561348868641/Capabilities%20and%20Weightings" format: markdown --- Capabilities and weighting values can be used to assign multiple tasks to an agent, while also providing a method to limit the number of tasks assigned. Agents are assigned a skill (between 1 and 100). This is either a default skill that applies to all agents, or a rating that is configured for a specific agent in their user account and overrides the default. It determines how many requests from queues (calls, emails, web chats, etc.) an agent can handle simultaneously. Each channel has a weighting (between 1 and 100) that indicates how "valuable" the queue items are for a particular channel. > 📝 **Note:** A weight is a rating level that is applied. It is not the actual quantity (number) of requests. The higher the weighting of a channel element, the more "valuable" it is rated. For chats and emails, you can also set the maximum number of these items that can be assigned to each agent. (For calls and work items, the number is set to 1). ![Kompetenzen in der Kanal-Konfiguration verwalten](media://5fbcad45-5fd1-4653-b33f-454792674bcf) When a request is ready to be assigned to an agent, the skill rating of the agents in the group and the number of requests already assigned to them are checked. An agent is considered only if the new task does not cause the agent's skill rating to be exceeded. Only one voice call can be assigned to an agent at a time. ## Example configuration - Default skill of an agent: 15 pts. - Default call queue skill: 7 pts. - Chat queue: 5 pts. - Email queue: 2 pt. A maximum of 3 emails can be assigned to an agent. In the example above, calls are the most valuable (rating 7), followed by chats (rating 5) and then emails (rating 2). If the agent already has two web chats (2 * 5 = 10), he can also be assigned one email (1 * 2), since the combined skill points do not exceed the maximum value of 15 (10 + 2 = 12). If the agent already has three web chats (3 * 5 = 15), nothing more can be assigned to him, because the skill value of the agent has reached the maiximum value of 15. If the agent is already in a voice call (1 * 7), he can be assigned a web chat (1 * 5) (7 + 5 = 12). --- > Macro (contentbylabel)