Agent Presence & Capacity Dashboard shows capacity in use empty when agent is awaySummaryWhen agent sets themselves away while still in a chat with two End Users, the capacity in use field displays empty rather than 2 on the Agent Presence & Capacity Dashboard."awa_agent_presence_capacity" is a database view and not a tableThis database view is made from "awa_agent_presence"and "awa_agent_channel_availability" and "awa_agent_capacity" table.The "capacity_in_use" is stored in "awa_aagent_capacity" table. Once the agent changes their state from available, the union couldn't get any record from this table thus you see the "channel" field and "Capacity in use" as empty.The capacity comes back to normal after the agent sets the status to availableCheck the awa_agent_capacity table for the exact capacity of the agent.Related LinksSimilar issue: After end-impersonation, agent presence status is not marked as offline and remains whatever is set.