A way to know what is taking Capacity?

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We had an issue where incoming calls to the Customer Service Workspace were not being received despite having available agents with enough capacity to take the calls.

After a lot of time trying to figure out what it was, we went to User Management -> Capacity profiles and we changed the Work Item Limit of our 'Default Voice Inbound capacity profile from 1 to 10.

This allowed for the incoming calls to be actually pushed to agents (we use push and round robin for assignation)

What I would like to know, is if there's a way, some type of logs or something, to see what is taking the capacity and the reason why the calls were not being pushed. Having the work item at 10 is clearly not ideal but that was just the quick fix, we would like for a way to know the root cause.

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Community member 2 on at

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A way to know what is taking Capacity?

This allows incoming calls to be effectively transferred to call center agents (we use push and round-robin features for assignment).

heardle 80s
Community member 2 on at

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A way to know what is taking Capacity?

Analyze the call volume during the time when the issue occurred. High call volumes or spikes in incoming calls can lead to queuing and delays in call distribution.

mapquest
Community member 20 on at

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A way to know what is taking Capacity?

Hi,

Just following up in this question in case somebody can provide some insights about this.

Thanks!