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Omni-Channel presents more cases if agent goes offline

Knowledge Article Number 000222036
Description Omni-Channel Case assignment ignores currently accepted cases if user sets Omni-Channel to "Offline", then back to "Available for Cases", and allows for an agent to be assigned more than capacity as set between Routing Configuration and Presence Configuration Capacity settings.
Resolution This is working as designed. When an agent goes offline, all of the open work items accepted by the agent will not be counted towards the agent's capacity any more.  Only assigned work items shown in the Omni-Channel widget but not accepted will be reassigned.

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