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

[Community Alums · 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 @Community Alums !

[Supriya Mane]

Hi 

• The default capacity for all Service Channel queues related to Complaints should be set to “5”, aligned with the updated value in Production.

• If Agent A is available and has not been assigned any items on a particular day, the system should assign only 2 records (capacity in use: 2/5).

• On the next day, if Agent A becomes available again with zero assignments for that day, the system should again assign only 2 records (capacity in use: 4/5).

• If Agent A has already reached full capacity (utilization 100%, capacity in use 5/5), the system must not assign an additional 2 records. Instead, it should identify another agent whose capacity is 0/5 and utilization is 0%.

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