My agent automatically gets assigned more tickets than their capacity allows

Issue symptoms

Omnichannel routing is enabled on my account with capacity rules. When my agents go online they automatically get assigned more tickets than their capacity allows. Why does this happen?

Resolution

The limit of a capacity rule controls the number of active messaging tickets that can be assigned to an agent at one time. Inactive messaging tickets are not counted toward the capacity limit and will still be assigned to available agents. Messaging tickets become inactive when an end-user's reply hasn't been received after 10 minutes. For more details, see the article: Creating capacity rules to balance agent workloads. 

If your Web Widget Bot is configured to allow end-users to be transferred to an agent at any time in the day but you do not offer 24-hour support, your account can quickly accumulate inactive messaging tickets. The inactive tickets will be automatically assigned to the next agent that comes online. To help avoid agents from getting assigned inactive messaging tickets at once, Zendesk recommends creating a schedule and adding the business hours condition step in your bot flow. The business hours condition will limit when messaging tickets are created based on your schedule.