> For the complete documentation index, see [llms.txt](https://help.windmillsoft.kr/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.windmillsoft.kr/en/simplychat/troubleshooting/omni-channel/there-are-incoming-consultation-requests-while-online-but-they-are-not-being-routed..md).

# There are incoming consultation requests while online, but they are not being routed.

If another agent is already assigned in the queue, they may have been notified.&#x20;

If not, please check the capacity in the current status configuration in Omni-channel.&#x20;

If this capacity is smaller than the unit of the routing configuration, notifications will not come. \
If you set the capacity in Percent, type it in the 0.3 format to apply it to 30%.

example ) Percentage of Capacity (.52) \* Capacity (3) = Units of capacity for each Omni routed chat (1.56)

<figure><img src="/files/AmU3NBFeXM3lscEnaVF5" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/0nJurKEkDHN33cr0Vnpy" alt=""><figcaption></figcaption></figure>


---

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