Why system automatically overrides agent's capacity during chat warm transfer and does not consider agent's current capacitySummaryIn general, the "Agent capacity" can be set on 2 places, On the "Service Channel" levelOn "Agent Capacity Override" related list The below screenshot shows these 2 places, The above mentioned "Agent Capacity" configuration will not be honored on the following 2 occasions, Mangual document assignmentAgent to Agent Transfer (warm transfer) That is, during the above 2 scenarios, the system can assign chats more than the configured agent capacity. This is as per product design.