All cases are getting assigned to one agent in AWA

[Jayant Pandit2]

If no agent is available and consider that 5 cases are in queue.
Once any agent make himself available - system assign all cases to that agent and no cases remains for agent 2 who is available after 1 minutes.

I want to assign only few pending cases to one agent and remaining should wait for next agent.
Is there way we can restrict backlog cases assignment to certain limit ?

[Danish Bhairag2]

Hi @Jayant Pandit2 ,

You can create a capacity override for agents that only certain number of cases can be assigned to different individual.

Capacity override can be found under queue.

Can u try with this n check if it resolves your problem.

Thanks,

Danish