In Chat assignment rule when assign by field changed to "Last assigned" it should assign the work items to the agent who has gone longest time without assigned work according to ServiceNow docs.
But the behavior observed is if Agent A and Agent B are available with same capacity and chats are coming one after the other, those always go to agent A as routing logic selects agent alphabetically. Ideally if agent A has already answered 1 chat the next chat should go to agent B as that agent has not been assigned work longer time than A. Can some one tell me if this is bug in the platform or any other setting required to distribute work item equally.
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