What's happening?
Customer support representatives (CSRs) are configured to handle a specific quota of customers (e.g., 5 customers per CSR). However, CSRs are only able to receive fewer customers (e.g., 3 customers) before their status automatically changes to "busy," preventing further customer assignments.
Reason:
This occurs due to the configuration of the workstream capacity units. Each customer case is assigned a certain number of capacity units, and the total capacity units assigned to an agent limit the number of customers they can handle simultaneously. In the reported scenario, each customer case was set to consume 30 capacity units, and the agent's total capacity was set to 90 units. Consequently, the agent could only handle 3 customers (3 cases × 30 units each = 90 units total), causing the agent's status to change to "busy" prematurely.
Resolution:
To resolve this, increase the total capacity units assigned to the affected agents. Adjusting the agent's capacity units to a higher value will allow them to handle the intended number of customer cases simultaneously. For example, if each customer case consumes 30 capacity units and the desired quota is 5 customers per agent, the agent's total capacity should be set to at least 150 units (5 cases × 30 units each = 150 units total).
See Create and manage capacity profiles | Microsoft Learn for more information.