Dynamics Community Forum Thread Details

Sudden Presence and Capacity Problems - Global Issue?

We’re experiencing intermittent issues in our environment with:

Agents ending sessions, but the system isn’t updating their presence or releasing capacity automatically for up to 15 minutes or until they refresh their browser.
Agents being incorrectly marked as "available" while engaged in blocking capacity profiles, resulting in them receiving multiple work assignments, particularly from other workstreams, when they should remain in "Do Not Disturb" (DND) mode until the session is closed. For example, an agent on a voice call, which should block other assignments and maintain a consistent DND presence, is being assigned chats, even though the chat workstream assignment rules are restricted to agents marked as "available" only.

We've reviewed the session history and found that agents are correctly marked as closing sessions, but their presence remains in "Do Not Disturb" (DND), and capacity doesn't release for up to 15 minutes, or until they perform a manual refresh. Additionally, the presence history shows that agents engaged in capacity-blocking tasks are appropriately set to DND, but we’ve noticed random instances where their status switches to "available" sometimes multiple times in a row with durations of ~30 seconds on the start/end times, despite the agent still being actively engaged in the blocking task.

Is anyone else experiencing similar problems?

EDIT: this was eventually resolved via a support ticket and engineers running a mitigation script.

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