I set up a channel with max capacity 3, work item size 1. The condition counts cases in New or In Progress. Assign by is set to Most Capacity (not Last Assigned). There are 2 queues pointing to this same channel, and the same agent is in both queues.
The agent ended up with 4(and more) accepted cases, even though max capacity is 3. I checked the awa_work_item table — all 4 cases show State = Accepted, not Rejected, not Timed Out. They were offered a few minutes apart from each other, not all at once.
I also checked the awa_agent_presence_capacity table. The "Capacity in use" number goes up to 1 for a bit, then drops back to 0 — even though the agent still has multiple cases in Accepted state (they haven't been closed).
Things I've already checked and ruled out:
- Cases are not being manually assigned, they go through AWA properly
- The filter condition (New OR In Progress) is set correctly
- Assign by is Most Capacity, not Last Assigned
- No special capacity override exists for this agent
- The scheduled job that refreshes AWA is active and runs every minute
My question: What determines when "Capacity in use" is expected to go up or down for an agent — is it tied to specific work item states? And in general, how does AWA calculate/update this field when work items are offered, accepted, or closed?
Thank You
