diff --git a/includes/Models/AgentCapacity.php b/includes/Models/AgentCapacity.php
new file mode 100644
index 0000000..370a888
--- /dev/null
+++ b/includes/Models/AgentCapacity.php
@@ -0,0 +1,193 @@
+<?php
+
+namespace Escalated\Models;
+
+use Escalated\Escalated;
+
+/**
+ * Per-agent, per-channel concurrent-ticket capacity.
+ *
+ * Tracks how many open tickets an agent is carrying (current_count) against
+ * their configured ceiling (max_concurrent) so routing can avoid overloading.
+ * Mirrors the Laravel AgentCapacity model.
+ */
+class AgentCapacity
+{
+    /**
+     * Default concurrent-ticket ceiling for a freshly created row.
+     */
+    const DEFAULT_MAX_CONCURRENT = 10;
+
+    /**
+     * Get the table name.
+     *
+     * @return string
+     */
+    public static function table()
+    {
+        return Escalated::table('agent_capacity');
+    }
+
+    // ---------------------------------------------------------------------
+    // Pure helpers (no database)
+    // ---------------------------------------------------------------------
+
+    /**
+     * Whether an agent at the given load has headroom for another ticket.
+     *
+     * @param  int  $current_count
+     * @param  int  $max_concurrent
+     * @return bool
+     */
+    public static function has_capacity($current_count, $max_concurrent)
+    {
+        return (int) $current_count < (int) $max_concurrent;
+    }
+
+    /**
+     * Current load as a percentage of the ceiling. A zero (or negative)
+     * ceiling is treated as fully loaded.
+     *
+     * @param  int  $current_count
+     * @param  int  $max_concurrent
+     * @return float
+     */
+    public static function load_percentage($current_count, $max_concurrent)
+    {
+        if ((int) $max_concurrent <= 0) {
+            return 100.0;
+        }
+
+        return round(((int) $current_count / (int) $max_concurrent) * 100, 1);
+    }
+
+    // ---------------------------------------------------------------------
+    // Database access
+    // ---------------------------------------------------------------------
+
+    /**
+     * Find the capacity row for a user on a channel.
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return object|null
+     */
+    public static function for_user($user_id, $channel = 'default')
+    {
+        global $wpdb;
+        $table = static::table();
+
+        return $wpdb->get_row(
+            $wpdb->prepare(
+                "SELECT * FROM {$table} WHERE user_id = %d AND channel = %s",
+                $user_id,
+                $channel
+            )
+        );
+    }
+
+    /**
+     * Find the capacity row for a user/channel, creating it with defaults
+     * (ceiling 10, count 0) if it does not yet exist.
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return object|null
+     */
+    public static function find_or_create($user_id, $channel = 'default')
+    {
+        $existing = static::for_user($user_id, $channel);
+        if ($existing) {
+            return $existing;
+        }
+
+        static::create([
+            'user_id' => $user_id,
+            'channel' => $channel,
+            'max_concurrent' => self::DEFAULT_MAX_CONCURRENT,
+            'current_count' => 0,
+        ]);
+
+        return static::for_user($user_id, $channel);
+    }
+
+    /**
+     * Create a new capacity row.
+     *
+     * @return int|false Inserted ID or false on failure.
+     */
+    public static function create(array $data)
+    {
+        global $wpdb;
+        $table = static::table();
+        $now = current_time('mysql');
+
+        $data['created_at'] = $now;
+        $data['updated_at'] = $now;
+
+        $result = $wpdb->insert($table, $data);
+
+        return $result !== false ? $wpdb->insert_id : false;
+    }
+
+    /**
+     * Update a capacity row.
+     *
+     * @param  int  $id
+     * @return bool
+     */
+    public static function update($id, array $data)
+    {
+        global $wpdb;
+        $table = static::table();
+
+        $data['updated_at'] = current_time('mysql');
+
+        return $wpdb->update($table, $data, ['id' => $id]) !== false;
+    }
+
+    /**
+     * Increment the running load for a user/channel.
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return void
+     */
+    public static function increment($user_id, $channel = 'default')
+    {
+        $row = static::find_or_create($user_id, $channel);
+        if ($row) {
+            static::update($row->id, ['current_count' => (int) $row->current_count + 1]);
+        }
+    }
+
+    /**
+     * Decrement the running load for a user/channel (never below zero).
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return void
+     */
+    public static function decrement($user_id, $channel = 'default')
+    {
+        $row = static::find_or_create($user_id, $channel);
+        if ($row && (int) $row->current_count > 0) {
+            static::update($row->id, ['current_count' => (int) $row->current_count - 1]);
+        }
+    }
+
+    /**
+     * Get all capacity rows, ordered by agent then channel.
+     *
+     * @return array
+     */
+    public static function all()
+    {
+        global $wpdb;
+        $table = static::table();
+
+        return $wpdb->get_results(
+            "SELECT * FROM {$table} ORDER BY user_id ASC, channel ASC"
+        ) ?: [];
+    }
+}
diff --git a/includes/Services/CapacityService.php b/includes/Services/CapacityService.php
new file mode 100644
index 0000000..da8c78f
--- /dev/null
+++ b/includes/Services/CapacityService.php
@@ -0,0 +1,66 @@
+<?php
+
+namespace Escalated\Services;
+
+use Escalated\Models\AgentCapacity;
+
+/**
+ * Tracks per-agent, per-channel concurrent-ticket load so routing can avoid
+ * overloading agents. Mirrors the Laravel CapacityService: a capacity row is
+ * created on demand (default ceiling 10, count 0) and the running count is
+ * incremented on assignment / decremented on release.
+ */
+class CapacityService
+{
+    /**
+     * Whether the agent can accept another ticket on the given channel.
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return bool
+     */
+    public function can_accept_ticket($user_id, $channel = 'default')
+    {
+        $row = AgentCapacity::find_or_create($user_id, $channel);
+
+        if (! $row) {
+            return false;
+        }
+
+        return AgentCapacity::has_capacity($row->current_count, $row->max_concurrent);
+    }
+
+    /**
+     * Increment the agent's running load.
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return void
+     */
+    public function increment_load($user_id, $channel = 'default')
+    {
+        AgentCapacity::increment($user_id, $channel);
+    }
+
+    /**
+     * Decrement the agent's running load (never below zero).
+     *
+     * @param  int|string  $user_id
+     * @param  string  $channel
+     * @return void
+     */
+    public function decrement_load($user_id, $channel = 'default')
+    {
+        AgentCapacity::decrement($user_id, $channel);
+    }
+
+    /**
+     * All capacity rows for the admin view.
+     *
+     * @return array
+     */
+    public function all_capacities()
+    {
+        return AgentCapacity::all();
+    }
+}
diff --git a/includes/class-activator.php b/includes/class-activator.php
index 8bb97e5..70188c9 100644
--- a/includes/class-activator.php
+++ b/includes/class-activator.php
@@ -585,6 +585,20 @@ private static function create_tables(): void
             KEY subject_lookup (subject_type, subject_id)
         ) $charset_collate;";
         dbDelta($sql);
+
+        // 31. escalated_agent_capacity
+        $sql = "CREATE TABLE {$prefix}agent_capacity (
+            id BIGINT UNSIGNED NOT NULL AUTO_INCREMENT,
+            user_id BIGINT UNSIGNED NOT NULL,
+            channel VARCHAR(64) NOT NULL DEFAULT 'default',
+            max_concurrent INT UNSIGNED NOT NULL DEFAULT 10,
+            current_count INT UNSIGNED NOT NULL DEFAULT 0,
+            created_at DATETIME,
+            updated_at DATETIME,
+            PRIMARY KEY  (id),
+            UNIQUE KEY user_channel (user_id, channel)
+        ) $charset_collate;";
+        dbDelta($sql);
     }
 
     /**
diff --git a/tests/Test_Capacity_Service.php b/tests/Test_Capacity_Service.php
new file mode 100644
index 0000000..1a781e4
--- /dev/null
+++ b/tests/Test_Capacity_Service.php
@@ -0,0 +1,81 @@
+<?php
+
+/**
+ * Tests for agent capacity tracking.
+ *
+ * Pure-function tests for has_capacity / load_percentage; the
+ * can_accept_ticket / increment / decrement flow is exercised via a live
+ * wpdb (the test suite's mysql harness).
+ */
+
+use Escalated\Models\AgentCapacity;
+use Escalated\Services\CapacityService;
+
+class Test_Capacity_Service extends WP_UnitTestCase
+{
+    // ---------------------------------------------------------------------
+    // has_capacity (pure)
+    // ---------------------------------------------------------------------
+
+    public function test_has_capacity_when_below_ceiling()
+    {
+        $this->assertTrue(AgentCapacity::has_capacity(2, 3));
+    }
+
+    public function test_no_capacity_when_at_or_over_ceiling()
+    {
+        $this->assertFalse(AgentCapacity::has_capacity(3, 3));
+        $this->assertFalse(AgentCapacity::has_capacity(4, 3));
+    }
+
+    // ---------------------------------------------------------------------
+    // load_percentage (pure)
+    // ---------------------------------------------------------------------
+
+    public function test_load_percentage()
+    {
+        $this->assertEquals(30.0, AgentCapacity::load_percentage(3, 10));
+        $this->assertEquals(25.0, AgentCapacity::load_percentage(2, 8));
+    }
+
+    public function test_load_percentage_zero_ceiling_is_full()
+    {
+        $this->assertEquals(100.0, AgentCapacity::load_percentage(0, 0));
+    }
+
+    // ---------------------------------------------------------------------
+    // Service flow (live wpdb)
+    // ---------------------------------------------------------------------
+
+    public function test_can_accept_increment_and_decrement()
+    {
+        $service = new CapacityService;
+        $user_id = 4242;
+
+        // Fresh agent (default ceiling 10) has capacity.
+        $this->assertTrue($service->can_accept_ticket($user_id));
+
+        // Fill to the ceiling.
+        for ($i = 0; $i < 10; $i++) {
+            $service->increment_load($user_id);
+        }
+        $this->assertFalse($service->can_accept_ticket($user_id));
+
+        // Releasing one frees capacity again.
+        $service->decrement_load($user_id);
+        $this->assertTrue($service->can_accept_ticket($user_id));
+    }
+
+    public function test_decrement_never_goes_negative()
+    {
+        $service = new CapacityService;
+        $user_id = 4343;
+
+        // Decrementing a fresh (zero) row keeps it at zero.
+        $service->decrement_load($user_id);
+
+        $row = AgentCapacity::for_user($user_id);
+        $this->assertNotNull($row);
+        $this->assertEquals(0, (int) $row->current_count);
+    }
+}