When Setting up Unified Routing , I know that we have to set agent Capacity as below :
Customer Service Hub --> Service Management --> Users (under Unified Routing) --> Select A User -->Omnichannel Tab--> Capacity
But suppose I set the CAPACTY field as 1000 in the start of day, how do I then check the AVAILABLE CAPACITY for a user , after certain work items have been assigned to him ?
Ideally, I am looking for a field that should show me available capacity , because the CAPACITY field shows total capacity, but capacity should decrease after every work item is assigned to the agent right ? Not able to find that field.....the CAPACITY field shows the same value set by the user no matter how many work items are assigned to the agent.
Am I missing something here ?
