AWA - Agent Capacity Calculation

[Vignesh8]

Hi Team,

How agent Capacity is calculated for Incident for the agents ?

I could see Capacity is not decreasing even after resolving the assigned incidents to the agents. Please advise.

Regards,

Vignesh.

[Sulabh Garg]

Hello Vignesh,

You may need to check the "Capacity utilization" condition on the Service channel. Also check if you have made the "Agent capacity override" for that particular agent under related list of Service channel.

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg