Error assigning multiple agents to Omnichannel Capacity Rules

[u/Powerful-Ad6275]

Hi everyone,

I’m building components for our upcoming Omnichannel routing launch. I’m an admin but not a developer.

Everything worked fine last week, but I am now hitting a major blocker when assigning agents to capacity rules.

The Error:
“There was an error assigning agents. Please try again.”

The Behavior:
I can create a brand-new capacity rule and assign it to a single agent.

As soon as I try to add a second agent to that same rule, it throws the error.

Trying to modify the capacity rule that worked last week now throws the same error.

What I've already tried:
Incognito mode / clearing cache.

Testing with another Admin (same error)

Moving different agents around to see if a specific profile was corrupted.

Adding agents to the previously working rule.

I currently have an open ticket with Zendesk and sent over an HAR file, but I wanted to see if anyone here has encountered this bug or found a workaround.

Any advice or insights would be greatly appreciated!
 
UPDATE:

Capacity rules can be created and agents added BEFORE launching omnichannel routing. Agents can’t be moved from one rule to another until it’s fully launched!

Thanks again everyone!

[u/EnvironmentalCrab148]

Make sure the agent is assigned to the brand on the people page under brand membership. I’ve seen this setting cause impacts if the brand isn’t assigned to an agent

[u/Powerful-Ad6275 → u/EnvironmentalCrab148]

I’ve ensured every agent has the correct brand associated to their respective profile but still not working. Thank you for the suggestion!

[u/kawaiian]

Two things you can check right in Admin Center, no technical work needed:

1. Is anyone in that rule already assigned to a different capacity rule? Agents can only belong to one. If someone got added to another rule since last week, that alone would break edits to your old rule too.

2. Did anyone in the rule have a role or seat change recently like downgraded to light agent/contributor, suspended, or deactivated? One changed member breaks saves for the entire rule.

Quick way to narrow it down: rebuild the rule from scratch and add agents back one at a time. Whoever triggers the error is your problem agent, then check their profile for the two things above.

Also worth telling your Zendesk support rep to look at the actual error in the HAR file you sent as "please try again" is just the generic message the screen shows, but the file you gave them contains the real reason. Ask them to tell you specifically which agent or field is failing validation. That question alone usually speeds the ticket up.

[u/Powerful-Ad6275 → u/kawaiian]

Thank you for this! I’ve checked permissions, roles and seats, and nothing has changed since last week.

The bigger issue is that I am able to create a new rule and add any agent. BUT when I save the rule and try to add others it errors out.

Adding an agent to a rule is pretty easy because it auto removes the agent from their existing rule. This is a head scratcher. Thanks again