AWA Chat assignment rule - Assign by least capacity
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03-18-2024 01:45 AM
In the AWA Chat assignment rule, is there any way to assign to the agent with the least capacity?
This would enable us to have the minimum amount of agents using chat as possible rather than giving lots of agents one chat.
Alternatively is there a way to create a custom assign by value.
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11-25-2024 07:29 AM
We created a "Chat Priority" Skill and added our Service Desk analysts to that Skill but set them all to Active=false. Tested it and when 1 of them is toggled to Active=true...they will get all incoming chats until they've reached their max capacity. So then we created a Flow (I suspect a business rule could do the same) so that once an analyst accepts an AWA chat, it turns that analysts "Chat Priority" Skill to Active=true and they set themselves off phones to only handle chats until they get to 0 active chats, at which point another Flow kicks in changing that Skill to Active=false. Our phone system doesn't connect to SN at all so we've had to get creative to achieve our vision!