How can I exclude Closed, Completed, and Cancelled records from an agent's workload calculation in A

[Prins Kumar Gup]

I have a custom table configured with AWA. When a new work item is assigned, I want AWA to calculate the agent's capacity based only on active records.

Currently, agents may have records in different states. I want AWA to ignore records that are in Closed, Completed, or Cancelled states and count only active records when determining the agent's available capacity.

For example:

Agent A has a capacity of 5.

Agent A has 3 Closed records and 2 Active records.

AWA should count only the 2 Active records against the agent's capacity.

Therefore, Agent A should still have capacity available for 3 more work items.

Can anyone help with this?

[vaishali231]

Hey @Prins Kumar Gup 

By default, Advanced Work Assignment (AWA) determines an agent's capacity based on the work items that are currently assigned and considered active for capacity calculations. If your custom table contains records in different states, you need to ensure that only active records are counted toward the agent's capacity.

Recommended Approach

Use a capacity definition that only includes active work items.

For a custom table, AWA calculates capacity using the records that match the assignment criteria and capacity configuration. To exclude Closed, Completed, and Cancelled records, you should ensure that those records are no longer considered active work items.

Option 1: Use the Active Field (Recommended)

If your custom table contains an Active field:

Set Active = true for records that should consume agent capacity.

Set Active = false when records move to:

Closed

Completed

Cancelled

Then configure AWA capacity calculations to consider only active records.

With this configuration:

Agent Capacity = 5

Closed Records = 3 (Active = false)

Active Records = 2 (Active = true)

AWA counts only the 2 active records.

Available Capacity = 5 - 2 = 3

Therefore, the agent can still receive 3 additional work items.

Option 2: Remove Work Items from AWA When Closed

When a record reaches a terminal state (Closed, Completed, Cancelled), ensure that:

1. The work item is completed in AWA.
2. The assignment work item is removed from the active queue.
3. The record no longer contributes to agent workload calculations.

This can be achieved through business rules, flow logic, or lifecycle management of the work item depending on your implementation.

Things to Verify

1. Does the custom table have an Active field?
2. Are Closed/Completed/Cancelled records being marked as inactive?
3. Are work items being completed and removed from the agent's active workload when the record reaches a terminal state?
4. Is the capacity model configured to count only active work items?

Question

How is capacity currently configured for your custom table?

1. Using the default AWA capacity model?
2. Capacity based on Assignment Work Items?
3. Custom capacity calculation?

Knowing the capacity configuration will help determine the exact implementation required.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[vaishali231]

hey @Prins Kumar Gup 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Thankyou & Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[Tanushree Maiti]

Hi @Prins Kumar Gup 

Refer KB: KB0952786 How to troubleshoot AWA (Agent Chat) assignment issues 

KB1002907 Demystifying agent work item size and capacity utilization in Advanced Work Assignment