What defines the status-based capacity model in customer support?

The status-based capacity model in customer support focuses on measuring capacity based on the status of work items that are assigned to agents. This approach allows organizations to effectively manage their workload and resources by tracking the progression of work items through different stages, such as new, in progress, and resolved. By understanding how many work items are in each status, support teams can better allocate resources, identify bottlenecks, and improve efficiency.

Unlike models that measure capacity based solely on call wait times, customer feedback, or the number of agents available, the status-based approach provides a more dynamic view of capacity. It encompasses the overall workflow and allows teams to make informed decisions about prioritizing tasks and improving service delivery based on the actual work being managed. This model directly correlates with the efficiency of the support team, making it particularly valuable for optimizing operational performance.