Capacity and skills
How much work one person may be given at once, and what they are able to take, both configured under Settings.
Two settings decide who a ticket can be given to, alongside teams. They live
under the Workspace section of Settings rather than in Contact centre, at
/settings/capacity and /settings/skills. Both need admin.
The three answers to "who gets this piece of work" are worth reading together. A team says who it belongs to, a skill says who is able to take it, and capacity says who has room for it.
There is no /workforce page
An earlier top-level route by that name has been removed. Capacity and skills are the two pages, at the addresses above.
Capacity
Capacity is how much work auto-assignment may put on one person at once. A member already holding their ceiling is skipped until they close something, and if nobody on the team has room, the ticket stays unassigned in the team's queue rather than landing on somebody who cannot take it.
Taking work by hand is never blocked. The ceiling governs the router, not the person.
Capacity is per channel. Contact centre work holds a slot for as long as the task is open, which is the mechanism behind My work: completing or cancelling a task gives the slot back and lets the router offer the next piece of work.
An agent can set their own ceiling from their status control. The Settings page is the admin door to everyone else's, which did not exist before it: the limit was enforced from the day it shipped, but only its owner could change it.
Skills
A skill is what an agent is able to take on, as opposed to which team they belong to. A ticket can require one or more skills, and auto-assignment then considers only members who hold all of them, so a French ticket reaches somebody who speaks French.
Before skills existed, a team was the only way to steer a ticket at a person, which meant "speaks French" could only be expressed by giving the one French speaker a team of her own. That breaks everything else teams are for.
The catalogue and its holders are one page, because they are one decision. It also keeps the number that matters most in view: a skill nobody holds sends every ticket requiring it to nobody.