Agent received more additional chats than the capacity definitionIssue ProblemAgent received three additional chat interactions but agent should have been limited to only two active chats Steps to reproduce Users created some chat interactionsOne agent receive three additional work items but expected to received maximum two due to the capacity ReleaseGenericCauseRoot CauseIn this case, the agent's capacity was temporarily updated to five, allowing additional chats to be assigned and moved back to two minutes later. The update was done on the agent override for the channel. ResolutionSteps to Resolve1. Be sure the agent capacity is not updated. If capacity for an agent is updated, this agent will receive many items as the capacity allows.