Assign P1 tickets to the agent who has lowest P1 workload irrespective of their capacity.

MJ2025
Tera Contributor

When tickets are getting assigned in AWA workspace, Is there a way to distribute P1 tickets in a way that the flow should not check the count of other ticket states as it usually does, but P1 tickets should equally get distributed among the agent who has lower P1 tickets, irrespective of the count of other state tickets they have. 

 

 

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