Setting Capacity for the Advanced Work Assignment Incident Service Channel

[Gemma4]

Hello everyone,

I need expertise on how to best define capacity for the Advanced Work Assignment (AWA) Service Channel using Incident. Currently, we are using everything out-of-the-box and have created one channel for Incident tickets.

We understand that different queues may have varying volumes of work, so we want to ensure we set a fair and best-practice capacity for the entire channel.

With that said we understand

Capacity = Maximum number of work items a technician can handle at the same time.

AWA uses this to balance workloads and prevent technicians from being overloaded.

Example:

Each work item (incident) = 1 unit

Each technician has a capacity limit (e.g., 3 units)

When a technician accepts work, their available capacity decreases, and AWA routes new incidents only if they have room.

Capacity is defined at the Service Channel level (e.g., Incident) and applies to all queues for Incident teams supporting that channel.

Since multiple teams with different workloads will use the Incident channel, we’re unsure how to set capacity so it works for everyone. Setting a very high capacity could ensure equal ticket distribution, but it may result in some teams receiving more tickets than preferred.

I'm curious how others handle this when workloads vary using out-of-the-box functionality and I want to make sure I understand correctly the channel capacity for the queues setup.

Would it be best to set a high capacity to meet for equal distribution in our first phase of releasing awa out of the box? Is this the right approach to keep things out-of-the-box, fair, and consistent for all teams?

Thank you in advance for any feedback you can provide!