Advanced Work Assignment CSM - Setting the daily capacity of an agent to 10

LearnerNitin
Tera Contributor

Hi All

 

We are wanting to implement AWA in which the case handling capacity for an agent should be 10 for everyday inspite of number of cases present from a previous day.

It is like wanting to reset/refresh capacity/utilisation of an agent each day in the morning to 10 eventhough he has cases from yesterday.

Has anybody tried this earlier ?

Looking for inputs.

 

Regards

1 REPLY 1

User263012
Tera Expert

Any lead on this?