Managing Your Follow-Up Team's Capacity

What capacity controls

Every follow-up team member has a maximum number of active assignments (for example, 15). Once someone reaches that number, Auto Assign skips them entirely, regardless of how well they'd otherwise score on location or other matching attributes.

Viewing current load

The Team page shows each person's active, pending, completed, and transferred assignment counts, alongside their completion rate, so you can see who's near their limit before it becomes a problem.

Reaching capacity doesn't remove someone from the team or reassign their existing cases, it only pauses new automatic assignments to them until they complete or transfer some of their current load.

Best practice

Review team capacity regularly, not just when Flagged cases start piling up. A team member sitting well under capacity while others are maxed out is a sign to manually rebalance a few assignments rather than waiting for the system's matching score to naturally even things out over time.