# 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.

> Canonical page: https://zenops.cx/help/articles/investigate-an-agent-status-or-capacity-discrepancy/
> Audience: For managers and team leads
> Summary: An agent’s visible status, work items, available capacity, or utilization looks different from expected.

## Notes on this article

### Note: Check the scope

In diagnostic. Do not assume a dash or N/A means zero capacity; first check whether the metric is available for that state.