Hi, can someone please confirm how AWA would behave in the following scenario?
1. Capacity and Work Item size is set to 1 (to ensure agents only work on a single task at a time)
2. Affnity based on related record activated
3. AWA Queue sorting is set by a "score" field (from highest to lowest)
Let's say we have agents John and Mary.
John has worked on a similar task before.
John has received a new work item proposal in the inbox, based on highest score (has not accepted it yet).
Meanwhile, new related task has been created. Ideally, this should go to John.
How will AWA behave? Will it skip John and go to Mary if she has not got any work item proposal yet? Or will it go to John as long as he has not accepted the proposed work item yet? Would it replace the currently proposed work item in John's inbox?
I'm setting up a POC config to test it out but if anyone can add some feedback on this, highly appreciated. I need to achieve the effect that affinity should override any soprt-based work item proposals...
