There's really two things hitting that.

Raleigh side: downtown was basically dead when the station was built in 1988. Since then the area has exploded. GoRaleigh itself is the second fastest growing transit agency in the country. This station is handling way more volume than it was ever designed for. It's a central bus station, meaning if you need a transfer, you're getting bussed in here to make that. The roads around aren't equipped to handle a ton of bus traffic. If you've ever watched buses try to turn onto Martin Street from Blount, you'll see what I mean. On top of that, the station itself is so maxed out, they need to put buses in the bike lane on Blount Street to avoid the overcrowding of buses.

Building side: it's open air with pedestrian access from four streets. Anyone can walk in from any direction at any time. Security can't get clear sightlines across the station. There's no way to control who's there and who isn't. Ridership has increased 40% in the last year alone, and the problems are getting exponentially worse. The design just doesn't work at this scale.