All overnight cases stored in an AWA queue will get routed to the first agent who logs in.

[Silviu R_]

Hello,

We're facing an issue for routing an equal ammount of cases to our agents who work in different shifts.

For example we have :

Agent A : starts at 6:00 AM

Agent B : starts at 8:00 AM

Agent C : starts at 8:30 AM

As soon as Agent A logs in and sets his presence as "Available" all overnight cases stored in the queue will get routed to him. Is there a way to avoid this ? (The requirment is also to have the assignment rule as "Last Assigned")

Thanks a lot.

[Ravi9]

I believe you can set up schedule in awa while creating queue. Also there is something called agent affinity. Might come in handy.

[Community Alums]

Hi @Silviu R. ,

I recommend you to use "Assignment Eligibility":

1. Navigate to Advanced Work Assignment > Queues and in the Queues [awa_queues] table, click the queue to update.
2. To create an assignment pool, go to the Assignment Eligibility related link.
   • To create a new eligible assignment pool, click New.
   • To modify the assignment eligibility for a pool of agents, select the pool to be updated.
3. On the form, fill in the fields.

   Field	Definition
   Agent assignment rule	The name of the rule that determines how work items are to be assigned. Select an assignment rule from the list.
   Eligible at	The length of time in seconds before AWA considers the next set of agents for assignment.
   Groups	The set of groups eligible for assignment. Click the lock icon to unlock it and select the agent groups in the eligible assignment pool. Click the lock icon to lock it.

4. Click Submit to create the eligible or Update if modifying an eligible assignment pool.
   The Queues [awa_queues] table is updated with the eligible assignment pool.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep