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.
