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]

also make sure those agent are online and part of queue.

check which assignment rule algorithm you are using.

Assign by

The type of assignment. Select one of the following: Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work. Most Capacity: Routes a work item to the agent who has the greatest availability for handling the work.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignmen...

[Jack Littlewort]

Hi,

Yes these are users which are available and part of a queue, but their capacity is set to empty so they don't appear in the AWA Ops dashboard as available for chats, and chats do not get routed to them.

[Pranesh072]

Can you share the screeenshots. For me capacity is empty but they are available on awa ops dashboard.

[Jack Littlewort]

If you run the query 

ac_max_capacityGT_FIELDac_workload^ap_current_presence_state=0b10223c57a313005baaaa65ef94f970^aca_presence_state=0b10223c57a313005baaaa65ef94f970

On the awa_agent_presence_capacity_group_queue view this wont show users which have empty as their capacity, and thus they wont be routed any chats from their queues.

[Pranesh072]

can you check in awa_agent_presence and awa_agent_capacity table?