Issue symptoms
When my agent goes online, they automatically receive more tickets than their capacity allows. For instance, omnichannel routing is on my account with capacity rules. My agent, with a capacity of two tickets, receives three tickets.
Resolution steps
Causes
By default, Zendesk doesn't count inactive messaging tickets toward the capacity limit. Omnichannel routing assigns tickets to available agents. When no end-user reply appears after ten minutes, messaging tickets become inactive and no longer count toward the limit.
This behavior can also occur if the agent manually took tickets from a view or if an agent manually assigned a ticket to that user.
If you don't use messaging activity routing to count inactive messaging tickets towards your agent capacity, these scenarios exceed agent capacity:
- The agent had inactive messaging tickets that became active again.
- All agents were unavailable for a period of time, such as non-business hours, but messaging tickets appeared during that time and became inactive. The first agent to become available received those inactive tickets, and then those tickets became active again.
Solutions
To ensure inactive conversations count towards your agent capacity, select Count inactive conversations towards an agent's capacity in your routing configuration. That way, inactive messaging conversations count the same as active messaging conversations.
If you don't select this option and you don't offer 24-hour support, your account can accumulate inactive messaging tickets. This happens specifically if the Web Widget allows transfers to agents at any time. Instead, create a schedule and add the business hours condition step in your conversation flow. This condition limits the creation of messaging tickets according to your schedule.
For more information, see the article: Creating capacity rules to balance agent workloads.