Override channel capacity for an agent

task brazil Updated Sep 10, 2026 1 min read override-channel-capacity-itsm-configurable-workspace.md

Change the default number of work items that an agent can handle for a service channel.

Before you begin

Important: Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Role required: sn_wfo_cfg_ws.manager

About this task

By default, the override capacity is valid for 12 hours. Administrator can change the duration using the sn_channel_mgmt.awa_agent_temporary_override_time.minutes system property. For information on adding a system property, see Add a system property. The capacity resets to the previous value after the specified time. The scheduled job Reset Temporary Capacity Override is executed every two minutes to check the invalid or expired overridden capacity and resets to the previous value.

Note: You can override the channel capacity for a single agent at a time. Ensure that an agent to whom you want to override the channel capacity needs to be associated with Advanced Work Assignment and the required channels.

Procedure

Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
Navigate to an agent's profile.

To set the override capacity	Do this
From Channels	Click the Channels icon. Click the All Agents tab. Click an agent's record.
From Teams	Click the Teams icon. Click the KPI group. Select Group Members tab. Click an agent's record.

3. Click the **Overview** tab.

In the Channels section, select the service channel for which you want to override the capacity.
Click Capacity Override.

The Agent Capacity Override page appears.
In the Override Capacity field, enter the new capacity.
Click Apply.

Result

A message appears indicating the capacity update is valid for the defined duration. The capacity resets to the previous value after the specified time.

Parent Topic:Routing work items using Channels in Workforce Optimization for ITSM

88 lines · 3.5 KB Wrap lines

---
title: Override channel capacity for an agent
description: Change the default number of work items that an agent can handle for a service channel.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/workforce-optimization-for-it-service-management/override-channel-capacity-itsm-configurable-workspace.html
release: brazil
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Routing work items, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Override channel capacity for an agent

Change the default number of work items that an agent can handle for a service channel.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Role required: sn\_wfo\_cfg\_ws.manager

## About this task

By default, the override capacity is valid for 12 hours. Administrator can change the duration using the **sn\_channel\_mgmt.awa\_agent\_temporary\_override\_time.minutes** system property. For information on adding a system property, see [Add a system property](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-administration/t_AddAPropertyUsingSysPropsList.md). The capacity resets to the previous value after the specified time. The scheduled job **Reset Temporary Capacity Override** is executed every two minutes to check the invalid or expired overridden capacity and resets to the previous value.

**Note:** You can override the channel capacity for a single agent at a time. Ensure that an agent to whom you want to override the channel capacity needs to be associated with Advanced Work Assignment and the required channels.

## Procedure

1.  Navigate to **All** &gt; **Workforce Optimization for ITSM** &gt; **Manager Workspace**.

2.  Navigate to an agent's profile.

<table id="choicetable_yv3_zcw_knb"><thead><tr><th align="left" id="d404055e103">

To set the override capacity

</th><th align="left" id="d404055e106">

Do this

</th></tr></thead><tbody><tr><td id="d404055e112">

**From Channels**

</td><td>

1.  Click the Channels icon.
2.  Click the **All Agents** tab.
3.  Click an agent's record.


</td></tr><tr><td id="d404055e136">

**From Teams**

</td><td>

1.  Click the Teams icon.
2.  Click the KPI group.
3.  Select **Group Members** tab.
4.  Click an agent's record.


</td></tr></tbody>
</table>3.  Click the **Overview** tab.

4.  In the **Channels** section, select the service channel for which you want to override the capacity.

5.  Click **Capacity Override**.

    The **Agent Capacity Override** page appears.

6.  In the **Override Capacity** field, enter the new capacity.

7.  Click **Apply**.


## Result

A message appears indicating the capacity update is valid for the defined duration. The capacity resets to the previous value after the specified time.

**Parent Topic:**[Routing work items using Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/workforce-optimization-for-it-service-management/configurable-channels-workforce-optimization-itsm.md)