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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel - How do y...
Service | Customer Service, Contact Center, Fie...
Answered

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

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Posted on by DanNewton 70

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?

I have the same question (0)
  • Jorge Morales Profile Picture
    Jorge Morales 13 on at
    Hello, did you find a way to release the capacity?
  • crisser Profile Picture
    crisser 17 on at
    I'm in the same pickle. Did you find a solution Jorge?
  • Suggested answer
    DanNewton Profile Picture
    DanNewton 70 on at
    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."
  • SuatKaragoz Profile Picture
    SuatKaragoz 19 on at
    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. 
  • Suggested answer
    SuatKaragoz Profile Picture
    SuatKaragoz 19 on at
    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.
  • Verified answer
    dnewton Profile Picture
    dnewton 7 on at
    @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.
  • EN-08101908-0 Profile Picture
    EN-08101908-0 4 on at
    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?
     
     
  • Suggested answer
    CU17101619-0 Profile Picture
    CU17101619-0 3 on at
    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:
     

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