Hi,
We configured the following:
1. a service channel incident (default capacity on 3)
2. queue for incidents
3. assignment rule (greatest capacity no reject or timeout)
We have the following situation:
only 1 agent is available doing his work and at somepoint in time he does not get any new incidents in the inbox.
When the agent finishes an incident he, she just push (after save) the cross to close the tab with the incident.
When this occurs and I increase the default capacity to a higher number the incidents appear almost immediatly in the inbox.
Why does this happen?
Which table contains the number of assigned incidents for this specific user?
Hope someone knows.
Activated the debug log and only the assignment after the increase of the default capacity is logged.
