Hello all,
We have recently implemented the SOW and lately I could catch that the AWA Agent Capacity in Use for chat is not calculating accurately the work items per agent. My observation lead to the conclusion that chats incoming in the time between 9:00 - 10:00 local time are not being counted in the capacity in use calculation. I could not find any setting related to that and would be glad if you could help me sort this out.
I have checked the Service Channel configuration, the Business rules, the Schedules of the queues, the Utilization conditions and I still cannot find something wrong.
