Exclude Resolved state tickets considered in agent universal capacity in use in servicenow AWA

[MJ2025]

When an agent has resolved a ticket but not closed it, the ticket still get counted in the agents' universal capacity in use. How to exclude resolved and on-hold incidents getting counted in agents' universal capacity in use.

[satyaprakas]

Hi @MJ20 

>Open your service channel

>Select capacity and utilization tab

>Update your condition as per your requirement. (Picture has been attached for reference) 

Please mark my response helpful, if it resolves your issue!

Regards,

Satya