AWA Capacity Question

[cnharris1]

Hello developers,

I have kind of a complex question.

In advanced work assignment, l have 20 cases sitting in my queue waiting to be assigned. Each of those cases is a work size of 1. Right now, my agent work capacity is set to 15 and I'm currently at capacity. If a new case comes in with a work size of 3 and is a High Priority case from a VIP, will that case override other cases that are sitting in the queue OOB or is there something that I can configure to make that new high priority case override the other cases so that it is quickly assigned?

Any guidance will be greatly appreciated!

Best regards,

cnharris1

[Abhay Kumar1 · Accepted solution]

@cnharris1 In Advanced Work Assignment (AWA), cases are assigned to agents based on their work capacity and other assignment rules. By default, AWA doesn't automatically override or reassign cases in the queue based on priority unless it's configured to do so. However, you can configure AWA to give priority to high-priority cases and ensure that they are assigned before other lower-priority cases.

Try with set Up Work Item Prioritization or increase Agent Capacity for High-Priority Cases.

Hope this will help you.

[cnharris1]

Thanks @Abhay Kumar1 !