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

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Posted on by 137

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?