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.


To trigger a recalculation of the agent's capacity, follow the steps below:-

1. Go to awa_agent_capacity table, Search for Agent in User and select respective Channel.

2. Clear out the value from the Capacity in Use field and then save the record. This will trigger recalculation for that specific record.

3. Alternatively, We can also manually run the 'AWA Daily Cleanup' If we want to calculate capacity for all records.