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.


To trigger a recalculation of the agent's capacity, simply clear out the value from the Capacity in Use field and then save the record. If needed, you can also have the agent set themselves to offline and then back to available. 


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Last Updated:2019-09-23 09:18:22