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Omnichannel - How do you force clear/reset an agents utilized capacity?

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Posted on by DanNewton 144

Hi,

We are currently testing Omnichannel and unified routing. We seem to have a scenario where some users work capacities are being utilized even though they have no obvious open sessions, work items or cases.

We know this as if we go to their user profile and increase their capacity to say 999,999 they start getting new items pushed, but if we set their capacity back to default (100) nothing is pushed and their status on login changes to busy instead of the default available.

Is there a way we can see what is utilizing an agents capacity for push routing?

Categories:
Omnichannel
Queues and Routing
  • SuatKaragoz Profile Picture
    SuatKaragoz 2 on at
    Omnichannel - How do you force clear/reset an agents utilized capacity?
    Hi All,
     
    We have been using MS Voice since December 2023. We have one agent that has "0" inbound call capacity that we can not reset to "1".
     
    There is no open session in its name. We have deleted Cache Memory and even Chrome as another browser, but the inbound capacity remains "0". 

    We have created a Microsoft Ticket to resolve this issue.
    We are waiting. 
  • Suggested answer
    DanNewton Profile Picture
    DanNewton 144 on at
    Omnichannel - How do you force clear/reset an agents utilized capacity?
    The omnichannel real-time analytics dashboard now displays agents' unit-based capacities as values. Additionally, if you want to achieve this programmatically, you can query https://xx.crmXX.dynamics.com/api/data/v9.0/msdyn_agentstatuses, which will return a value "msdyn_availableunitscapacity".
     
    However I have not found a way to reset an agents capacity without Microsoft Support. You can send a PATCH request to msdyn_agentstatuses to update the "msdyn_availableunitscapacity" value for a user, but this gets overridden whenever the system recalculates or the agent changes their status.
     
    When asking Microsoft Support recently they said: "As there is no manual way you can fix it from your end."
  • crisser Profile Picture
    crisser 2 on at
    Omnichannel - How do you force clear/reset an agents utilized capacity?
    I'm in the same pickle. Did you find a solution Jorge?
  • Jorge Morales Profile Picture
    Jorge Morales 13 on at
    Omnichannel - How do you force clear/reset an agents utilized capacity?
    Hello, did you find a way to release the capacity?

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