What tool can a support director use to set a limit on agent capacity?

The most suitable tool for a support director to manage agent capacity is the option that allows for the setup of presence configurations. Presence configurations enable administrators to define agent availability and set limits on the number of cases or workload that each agent can handle at any given time. This feature is integral to ensuring that service agents are not overwhelmed, thereby maintaining a high level of service quality and team efficiency.

By utilizing presence configurations, the support director can effectively balance workload distribution among agents, ensuring that each agent operates within a manageable capacity while still meeting customer satisfaction goals. This tool directly addresses the need for controlling the flow of cases to agents based on their active status and predetermined availability.

In contrast, other options like the Capacity Management App may focus more generally on managing overall capacity metrics rather than individual agent workload limits, the Service Feedback System centers on gathering insights from customers regarding service performance rather than managing agent capacities, and the Case Management Dashboard is more about monitoring and visualizing ongoing cases rather than setting operational parameters for agents. Thus, presence configurations uniquely fulfill the requirement of setting limits on agent capacity.