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

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Posted on by DanNewton

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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?

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CU17101619-0 3 on at

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

Callout to Neil Parkhurst.

I was facing this same issue, and he's just recently blogged on the issue with some scripts you can run to both check for and resolve in "most" cases.

Worked for me:

Unified Routing – Agent Capacity / Availability Issues – NEIL PARKHURST
EN-08101908-0 4 on at

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

Some of these answers said that Microsoft provided a script to solve this issue before. Maybe you can remove the sensitive data from the script and share it with us here?
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dnewton 7 on at

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

@SuatKaragoz - this is entirely correct and now our understanding that a backend script has to be ran so there is no way to fix this problem without Microsoft Support. We suffered this issue impacting 11 agents at the same time recently and even on a severity A ticket it took over 30 hours for the script to be ran. Last time we raised this on a severity B ticket it took 9 days. The problem is it takes too long to get this resolved through support and Microsoft don't seem to be addressing the underlying cause/proactive remediation.
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SuatKaragoz 15 on at

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

Hi all

A bit of feedback:

If the conversation activity appears closed but the capacity is blocked at the backend (which was the issue for our agent), Microsoft provided a script for us. I executed this in our environment, and then they performed additional actions, resulting in the agent's inbound call capacity returning to "1" after one month of communication with Microsoft's Customer Support.

This cannot be reset without help of Microsoft.
SuatKaragoz 15 on at

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

Hi All,

We have been using MS Voice since December 2023. We have one agent that has "0" inbound call capacity that we can not reset to "1".

There is no open session in its name. We have deleted Cache Memory and even Chrome as another browser, but the inbound capacity remains "0".

We have created a Microsoft Ticket to resolve this issue.

We are waiting.
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DanNewton 161 on at

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

The omnichannel real-time analytics dashboard now displays agents' unit-based capacities as values. Additionally, if you want to achieve this programmatically, you can query https://xx.crmXX.dynamics.com/api/data/v9.0/msdyn_agentstatuses, which will return a value "msdyn_availableunitscapacity".

However I have not found a way to reset an agents capacity without Microsoft Support. You can send a PATCH request to msdyn_agentstatuses to update the "msdyn_availableunitscapacity" value for a user, but this gets overridden whenever the system recalculates or the agent changes their status.

When asking Microsoft Support recently they said: "As there is no manual way you can fix it from your end."
crisser 2 on at

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

I'm in the same pickle. Did you find a solution Jorge?
Jorge Morales 13 on at

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

Hello, did you find a way to release the capacity?