AWA: Work Item Size Override

[BT5]

My default work item size is set to 1.

For this case channel, I've set the following criteria as a work item size override (for testing purposes):

Priority=Medium
Size=100

When the agent accepts a medium priority case, it does not consume 100 capacity.

Is there possibly something additional that needs to be set?

[Pranesh072]

It shoudl consume the 100 capacity of that agent if available.

Can you share some screenshots about configuration and awa_agent_capacity table?

[BT5]

Using a simple configuration:

The user has 3 cases assigned with a default work item size of 1.  However, since all 3 records match the override criteria - Id expect this should reflect 300  (Paris Patch 3 HF2).

[Pranesh072]

which table it is?Have you customize the fields?

[Lane5]

Were you able to figure out the issue? I'm having similar issues where my Work Item Size Override is not taking effect. It is as if the configuration is cached and not picking up on the changes to Work Item Size Override. I have cleared the cache and taken the agent offline and back online again. Still, the Work Item Size Override changes are not triggering.

Any help or lessons learned would be appreciated.