In AWA in servicenow
Based on the current configuration, the behaviour observed is as follows:
- Even when an agent has reached full capacity, the system continues to assign 2 records per day, causing both capacity and utilization to exceed the defined limits. This is not the expected behaviour.
Expected Behaviour
- The default capacity for all Service Channel queues related to Complaints should be set to “5”, aligned with the updated value in Production.
- If Agent A is available and has not been assigned any items on a particular day, the system should assign only 2 records (capacity in use: 2/5).
- On the next day, if Agent A becomes available again with zero assignments for that day, the system should again assign only 2 records (capacity in use: 4/5).
- If Agent A has already reached full capacity (utilization 100%, capacity in use 5/5), the system must not assign an additional 2 records. Instead, it should identify another agent whose capacity is 0/5 and utilization is 0%.
The above outlines the correct and expected behavior for limiting assignment to 2 work items per agent per day.
How to implement this please help its urgent
