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 kee...

Hi All,  We are planning to implement auto assignment of tickets using AWA. Currently we are in Yokohoma Patch 1. Would like to know is it possible to use AWA for tickets assignments? If so, till which version AWA  and Agent workspace feature will be...