Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

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Posted on by D365EL

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Hello Community,

Does anyone know what might be wrong if the agent is already at full capacity, and yet the agent still receives incoming chat notifications being pushed to him? I would expect the agent should not receive any further push notifications since his capacity is already full, and if there are no other agents available those new incoming chats should fall under the Open Work Items queue on the agent dashboard, since it couldn't be pushed to anyone. I have checked all settings, but couldn't figure out what might be happening. It's really strange why new incoming chats would keep getting pushed to the agent when the agent is not supposed to be able to receive anything.

Any pointers would be appreciated, thanks!

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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

Hi partner,

In general, if the agent has run out of capacity, he will no longer receive incoming chat notifications.

What is the capacity of the agent?

How much does one work item occupy in the workstream?

What option did you select in the "Block capacity for wrap up"?

Check status of your conversations, which is used to determine if the agent's capacity is really depleted.

--Please refer to the following link to know which status will occupy the capacity:

https://learn.microsoft.com/en-us/dynamics365/customer-service/oc-conversation-state

Or you can try to configure capacity profile and select it in work distribution settings, not use default 'unit based' option.

https://learn.microsoft.com/en-us/dynamics365/customer-service/capacity-profiles?tabs=customerserviceadmincenter

If none of this works, I suggest you create a support ticket for professional assistance following the below procedure.

Get Help + Support - Dynamics | Microsoft Docs

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D365EL 306 on at

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RE: Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

Hi Leah Ju,

Thank you for the reply. We have checked those settings that you suggested. In our example, we are using Unit Based Capacity for the workstream, we are using the Push mode, and we have set the work unit to "1". I believe this means each chat will consume 1 unit of capacity. In the agent's user record, we have set the user's capacity to "1" as well. We did this set up on purpose for testing. Our understanding is the following:

- If we trigger a chat request to the agent, and the agent accepts the chat, that means the agent would be occupied by the chat work item, and therefore should no longer have any capacity (since his allowed capacity is only 1). While the agent is still working on the chat, the agent should not receive any further incoming chat notifications. Am I correct?

- Again with the above set up, if a 2nd chat request is triggered while the agent is still occupied by the 1st chat request, and there is no other agents available, the 2nd chat request should not trigger any notification for the agent, and should go directly to the Open Work Items section of the Agent dashboard, am I correct?

- Now, if the agent is done with the 1st chat, we would expect his capacity should be freed up now, we would expect that 2nd chat request that's sitting under the Open Work Items should now "wake up" and the system would attempt to push it to the agent - the agent would now get the incoming chat notification regarding the 2nd chat request since he now has the capacity, am I correct?

Is our understanding correct on the expected behaviour above?

If our expectation is correct, we are seeing odd behaviour in the system. For example, in our testing, when the agent is done with the 1st chat, the system did not attempt to push the 2nd chat that's sitting under the Open Work Items to the agent. It's as if the system does not know the agent now has capacity. It's only when we change the agent's capacity to a bigger number such as "10" or "100" that the system would push the 2nd chat request out.

Would you know if we must set those capacity in increment of "10"? Can we not set those worksteam unit capacity to "1" - it seems there is a problem if we do that. But I couldn't find any article that says we cannot use a unit base of "1" for the capacity...so it's really strange.

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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

Hi Partner,

Your understanding of the expected behavior above is correct.

If the agent's capacity is indeed released or occupied, the notification will appear or not appear accordingly.

--Active status--occupy capacity; Closed--release capacity. wrap up--based on your settings in work distribution.

I can't say for sure if there is a hard requirement for the capacity of the agent.

I used your conditions(1 capacity) to reproduce them, but did not encounter the same strange behavior as you.

--After the agent closes the first chat, does the presence match the option you selected in work distribution setting?

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D365EL 306 on at

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RE: Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

Hi Leah Ju,

Thanks for the response! We found something that we missed in our set up, so it seems to be working as expected now. Thank you again for sharing your feedback, much appreciated!

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Leah Ju Microsoft Employee on at

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RE: Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

Hi Partner,

If you can, can you share which missing setting is causing the problem? Let other users avoid the same situation from happening again.

And can you click 'Yes' under title to close the thread if my answer is helpful.

Thanks in advance! :)

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D365EL 306 on at

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RE: Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

Hi Leah Ju,

Sorry I should clarify my previous comments that instead of settings, what we discovered was that for some reasons when we closed the chats, the conversation records behind the scene were not getting closed properly, and therefore it contributed to the odd behaviour on the agent's capacity. Once we figured out to ensure those conversation records were closed properly, we saw the expected behaviour.

Thank you.

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Rahul Mishra 34 on at

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Dynamics 365 Omnichannel: Agent keeps getting incoming chat notification even though the agent is already at full capacity

If an agent at full capacity is still getting incoming chat pushes in Dynamics 365 Omnichannel, it’s almost always due to incorrect capacity or workstream settings:

1. Capacity profile misconfiguration

– The agent’s capacity profile may not be applied correctly, or the capacity units assigned to the chat workstream are too low.

– If the channel is set to use 0 capacity, the system treats it like unlimited.

2. Workstream routing rule issue

– The workstream may be configured to bypass capacity rules, especially if it’s set with Direct Assignment or Highest Skill First without load balancing.

3. Agent presence misalignment

– Agent is in a state that still accepts work (e.g., “Available” instead of “Busy” or “Do Not Disturb”). Presence overrides capacity in some cases.

4. Multiple sessions counted incorrectly

– If custom context variables or bots escalate incorrectly, Omnichannel may not count the existing session toward capacity, making the system think the agent is free.

5. Incorrect queue or workstream mapping

– The chat might be routed through a different queue/workstream that uses another capacity profile.

Bottom line:

Re-check the capacity profile, workstream capacity units, routing rules, and agent presence. In almost all cases, the capacity is either not set, set to 0, or the agent is in an availability state that allows new work despite capacity being “full.”

Know More: Microsoft Dynamics CTI Connector

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