Clear Omni-Channel capacity

In order for agents to get new items to route to them, they will need to close out tabs of routed items within the console. Other records opened in the console but were not routed via Omni-Channel will not affect capacity. Additionally, capacity for all open work items will be released when an agent changes to the "Offline" status in the Omni-channel widget and then returns to an available status.


Notes:
The behaviour described above corresponds to the Tab-Based Capacity Model. As of the Summer '20 release, Orgs can now enable the Status-Based Capacity Model to control capacity based on the status of the Omni work item.

The Tab-Based Capacity model does not affect ownership, only Capacity.
For non real-time work items, such as Cases, the ownership doesn't change after going offline. Cases previously assigned by Omni to an Agent will remain in the Agent's name even if the Agent closes the tab or logs out. Doing so will release or reset their capacity, so when the Agent comes online again, new work items will be assigned till the limit of their capacity. This means Agents may end up with more Cases in their queue than their assigned capacity. To prevent this behaviour, use the Status-Based capacity model.

See also:
Understand Capacity Models