How do I release stuck Talk capacity with omnichannel routing for an agent?

Question

I configured omnichannel routing for my Talk channel for an agent, but the agent isn't receiving calls. Why doesn't the system assign calls to the agent?

Answer

On rare occasions, Talk capacity can get stuck in the capacity rule for the agent. If you confirm the agent configuration matches that of agents who receive calls correctly, follow these steps to release the stuck capacity:

Create a new capacity rule for only the affected agent.

Verify the agent is included in the new capacity rule.

Check with the agent to confirm whether the system is offering calls to them.

After you confirm the agent is able to receive calls correctly, add the agent back to the original capacity rule and verify if the issue persists.

Remove or disable the temporary capacity rule you created for testing.

For additional tips, see Troubleshooting omnichannel routing issues.