Why do some users have a capacity of Empty in the awa_presence_capacity_group_queue table

[Jack Littlewort]

In the awa_agent_presence_capacity_group queue we have a number of users who have the Capacity field set to Empty instead of the number specified in the chat channel.

Does anyone know who to stop this happening?

[Pranesh072]

awa_agent_presence_capacity is database view of awa_agent_presence and awa_agent_capacity table.

awa_agent_capacity is used to keep the capacity in use and overridden capacity of an agent.

If Capacity is empty - it means agent have a default capacity which is defined at service channel level

It Capacity is some value- it means capacity of agent is overridden from default service channel capacity. 

[Jack Littlewort]

We are finding that users with an Empty capacity are not able to receive chats, what would be the cause of this?

Our default capacity on the channel is set to 2, and the users don't have availability on the AWA Ops dashboard.

[Pranesh072]

can you check capacity in use of agents in awa_agent_capacity table?

[Jack Littlewort]

The capacity in use is 0 or blank, but the capacity is empty.