Unified Routing is used in Microsoft's Dynamics 365 Contact Center to route conversations to agents based on their availability. However, there can be issues where the agent's availability is consumed even when they are not in any sessions or have open conversations. To diagnose this issue, you can use the real-time analytics dashboard and check the agent's availability in terms of capacity units and profiles. If the agent's availability is being consumed without any open conversations, there may be a problem. The first step is to ensure that agents are closing sessions correctly. If that doesn't resolve the issue, you may need to reach out to Microsoft support for assistance. There are also two possible fixes provided in the article for different scenarios. After applying any fixes, the impacted users should log out and back in to see their availability return to expected values.
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