Why does Explore show that an agent used some of their capacity but accepted no chats or messages?

Question

In the prebuilt omnichannel agent state and activity dashboard, the Accepted count column shows 0, but the Agent avg used capacity column shows a value greater than 0. How is it possible that an agent used some of their capacity without accepting any chats or messaging conversations?

Answer

Sometimes, a ticket can be offered multiple times but eventually directly assigned to an agent who does work on the ticket without the agent clicking the accept button. This situation is known as auto-accept. Auto-accept isn’t counted for the following Explore metrics:

• Agent acceptance rate
• Offer count
• Accepted count

For more information, see the article: Metrics and attributes for agent state and activity.