Awa capacity in use field is not updating or not working

[xyz7]

• Please help me for below quires or suggestions 

 1.  I have configured AWA for incident table.

  2. Issue - Capacity -in-use is re setting to zero after few min example.  I have given default capacity 2. Agent is holding 5 cases with in- progress state still he is getting inbox notifications in workspace.

3. What is default work item size field in service channel

4. When to go for schedule or shift based routing.

Thanks!

[saichary]

Could you please provide that BR and let me know from version this issue got raised that would helps us.

Thanks,
Sai