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Agent getting more cases than the max capacity set on the channel

Garima_Sonia
Kilo Contributor

3 weeks ago

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

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