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Why the SR assignment is exceeding manage capacities? (Doc ID 2562620.1)

Last updated on SEPTEMBER 09, 2020

Applies to:

Oracle Fusion Engagement Cloud Service - Version and later
Information in this document applies to any platform.


On : version, Omni Routing

Manage Capacities for SR is set to 50.

Customer created one queue named as "Customer service" in that two resources
are there. She has set the service request capacity as 100 for each resource.
She expect that only 100 SR will assign for that resources. But the resource
get assigned more than 100 SR. But in the queue report the assigned count is
less which she has attached.

Customer wants to know how this capacities are working in service request?


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