Investigate An Agent Status Or Capacity Discrepancy

Issue(s)

An agent’s visible status, work items, available capacity, or utilization looks different from expected.

Environment

• You can inspect the affected agent in Agents and have a specific time or work item to compare.

Cause(s)

• Agent, group, status, or other filters may exclude part of the view.
• The status timeline and current card may describe different points in time.
• Work items offered to an agent and work actively handled may affect capacity differently.

Diagnostic

1. Confirm the agent and page filters, then refresh the current view.
2. Open the agent row and status timeline for the time of the discrepancy.
3. Use the work-item or utilization drill-in to identify the underlying records.
4. Compare those records and state times in Zendesk; if still unclear, send support the agent identifier, time, scope, and observed values.