The agent is online, but chat requests are not appearing in Omni-Channel

If another agent is already assigned in the queue, they may have been notified.

If not, please check the capacity in the current status configuration in Omni-channel.

If this capacity is smaller than the unit of the routing configuration, notifications will not come.

If you use Percentage of Capacity, make sure the value is entered in decimal format.

For example, enter 0.3 to apply 30%.

Example: Percentage of Capacity (0.52) × Capacity (3) = Capacity consumed per routed chat (1.56)