How to manually trigger capacity recalculation for agents using advanced work assignment

This article covers how to trigger a recalculation of an agent's capacity within the advanced work assignment application used to assign work items such as Interactions for Agent Chat as part of Agent Workspace.

The current capacity for an agent can be found by checking the Capacity in Use field on their record on 'awa_agent_capacity' table.

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To trigger a recalculation of the agents capacity, follow this step:

1. Manually run the 'AWA Agent Workload Cleanup' scheduled job

Note: You can find that on the sys_trigger.list