Background: In Unified Routing, a user can be assigned a certain capacity limit. This represents the theoretical limit of the number of cases that this user should be assigned simultaneously. It also acts as a lever to help ensure a large volume of cases can be spread over a population of many users. When cases that have been assigned to a user are deleted before being closed, those cases are not decremented from the user's capacity allocation. For example, if a user has a capacity of 10, and the user has been assigned 100 cases (over time) and closed 95 of them, but 5 of those cases were unneeded and therefore deleted (perhaps they were duplicates) instead of closed, the user's effective capacity is now only 5. Those 5 deleted cases can never be removed from the user's capacity allocation. The only way to get the user's capacity fixed is to open a case with Microsoft.

Microsoft should provide a mechanism for a manual recalculation of available capacity. Ideally, this mechanism would also be callable through code or an API so that customers who experience the need for recalculation could automate it.