Capacity in use - recalculation for agents using advanced work assignment not working

[Edxavier Robert]

Hi, I am currently in the implementation of the Advanced  Work Assignment for the sc_task, but the Capacity in use is not refreshing the counting after tasks are closed causing that Tech don't receive a new task. 

Table: awa_agent_presence_capacity_list

Field: ac_workload

There's a Client Script (OOB) that run

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
	if (newValue < 0)
		g_form.showErrorBox('max_capacity', getMessage('Capacity must be greater than or equal to 0'));
}

[Sherman Ignacio]

Hi Roberto,

Did you find the cause of this issue. Iam experiencing the same scenario. Although  I noticed that when you manually update the incident using the original incident form, it will not going to update the 'Capacity in Use'. Did you implemented any solution for this ? thanks!

[Edxavier Robert · Accepted solution]

Hi @Sherman Ignacio, 

Yes, I find the root of cause of the issue. There is a scheduled job called "Re-register AWA Record Watcher" which automatically re-create missing record watcher responders. It is active OOB and in my case it was set to false. 

Make sure is set to true. 

Let me know if this works for you. 

Regards, 

Edxavier Roberto

[Sherman Ignacio]

Hi Edxavier,

Job is already Active but Capacity in Used is still not updating.

[Yue]

Hi Edxavier,

I also have the same concern. The job is Active yet the Capacity in use is not updating