Hi All,
Have a query, We were trying to configure Advanced work assignment AWA to route the requests to particular set of agents based on the skills. But, it was observed that, even after setting the maximum universal capacity for agents, AWA is keep on assigning the tickets to the agents more than the capacity.
So would like to understand how the capacity is tracked and maintained?
Is it how many active requests a agent holds/how many tickets will be assigned to an agent on a daily basis/ is based on the change of the status?
Would like to get a clear idea on this. Your guidance is greatly appreciated.
Thank You!
