Advanced Work Assignment: Difference between Assigned by: Last assigned and Most Capacity

[TT3]

As per the documentation for Work assignment, following text for "Assign by" field:

Type of assignment. Select one of the following values:

• Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work.
• Most Capacity: Routes a work item to the agent who has the greatest availability for handling the work.

Question: For Most Capacity, how AWA determines greatest availability for handling the work? Can someone please explain it with an example? I understand Last assigned by that ServiceNow internally tracks which agent didn't get anything to assign, but not sure about Most Capacity.

Thank you.

[Filipe Cruz]

Hi TT,

When you create your channel and queue, you assign a default capacity for your agents. Imagine 3 as max capacity.
Then, when your agents become Available for a channel, table awa_agent_presence_capacity (Advanced Work Assignment > Management > Agent Presence & capacity), they start with a capacity of 3 work items.

Imagine you have 3 agents, A, B and C.

A receives a work item in his/her inbox and the WI is accepted. A has now a capacity of 2.
Then a new work item comes. That one will be offered to B, but B rejects it. It goes to C and C accepts. C now has a capacity of 2 work items.

Next work item comes and is offered to B....and so on!

Was my explanation clear enough? If not, please let me know your questions!!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[TT3]

Yes, it does, but in a way it seems confusing, if an agent doesn't get anything to assign then he qualifies regardless of what we select in "Assigned by" rule.

Idle for long time == higher capacity, in other words, if an agent doesn't get any incident then he becomes eligible regardless of what we set, right?

[Kenny Mitchell]

A good example would be for when you have different capacities assigned to different agents.

Let's say we have 5 agents with 3 Max Capacity. They are the main workforce of a particular queue.

Then we have 5 agents with 1 Max Capacity. They are the backup/overflow team.

Those first 5 agents will always receive the dispatches as long as they have 2 or more available capacity. Only once those agents have 2 active items (1 avail capacity) will the others be considered.