See your team’s capacity in Workforce Management
The Workforce Management capacity dashboard in Jira Service Management (JSM) shows you, at a glance, how many tickets each agent currently has assigned and where you have spare capacity. Use it to balance workload, spot bottlenecks, and decide where to send incoming work.
Available on Jira Service Management Premium and Enterprise plans.
To check agent capacity,
Go to your service space.
From the sidebar, select Workforce.
Go to Capacity utilization.
Select a team from the filter on top to see a row for each agent on that team, with their current capacity utilization. (See how capacity utilization is calculated below)
You’ll see one of four indicators for an agent’s capacity while working
Overloaded - above 84% capacity
High - between 60% and 84% capacity
Optimal - up to 60% capacity
IDLE - no assigned work items.
How is capacity utilization calculated
Capacity utilization shows how much of an agent's available capacity is currently in use across all their teams. It's calculated as a percentage.
Formula
Capacity utilization = (work items in team 1 ÷ capacity in team 1) + (work items in team 2 ÷ capacity in team 2) + ... × 100The calculation adds up the agent's utilization in each team separately. Because it's additive across teams, utilization can exceed 100% – this is expected. It means the agent is handling more work than their set capacity across their combined teams.
If an agent has work items that aren't associated with any team, those items are divided by the agent's average capacity – the average of their capacity limits across all teams they belong to.
Team | Work items assigned | Capacity limit | Utilization |
|---|---|---|---|
Team 1 | 4 | 6 | 66.7% |
Team 2 | 5 | 8 | 62.5% |
Team 3 | 6 | 10 | 60.0% |
For example,
Agent A belongs to 3 teams:
Total capacity utilization = 66.7 + 62.5 + 60.0 = 189.2%
Was this helpful?