Hello Everyone! I am trying to configure Advanced Work Assignment (AWA) to help with a scenario where an agent would be working across two different user groups/queues. The ask is that the capacity of an agent could be set to X for one user group and set to Y for a different group, allowing them to take on different amounts of tasks per queue. How exactly could I get this configured and is it something that is possible to do with AWA? I currently have two separate service channels created with the individual queues and the agents can have their capacity configured differently across the queues, but the agent is marked online in SOW and still is not receiving a notification about a new task being assigned to them.
I appreciate any help that I could get on this!
