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Customer Service User Unit Based Capacity not released

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Posted on by Low Chen THye

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Hi there, our team is developing dynamics 365 customer service solution for our client, and we decided to use unified routing for case routing. We found out that the available capacity of the users is not released upon case resolved. Are there any other places that we need to look into to release the users' capacity?

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Leah Ju Microsoft Employee on at

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Hi Partner,

You can learn about it in the following Microsoft documentation:

https://learn.microsoft.com/en-us/dynamics365/customer-service/capacity-profiles?tabs=customerserviceadmincenter#release-capacity-for-agents

Case: When the agent resolves the case. Capacity is also released automatically when agent cancels the case, assigns it to another agent, or removes their assignment by clearing their name from the Worked By field on the Queue Item details dialog.

Have you checked the Worked By field of the Queue Item that related to the resolved case? Empty or not?

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