Using agent calendar with incident assignment for advanced work assignment (AWA)

Ty Steels
Tera Contributor

Can the agent calendar be taken into account with auto-assigning incidents with advanced work assignment (AWA)? We have AWA working flawlessly but want agents out-of-office events in the agent calendar to determine their capacity for AWA? Has anyone done this?

 

Thank you!

1 REPLY 1

Himaja08
Tera Contributor

Anyone implemented this change with AWA?