Advanced work assignment - I need to set agent capacity queue wise and not Service Channel

[Ram141]

Hello All,

In AWA, I have Service channel for Hr case and in that I have set 'Default capacity' under capacity and utilization tab.

It is setting default capacity for all the queues in that service channel.
My requirement is that I want to set agents capacity at queue level and not service channel level .For example if I have created 5 queue under the service channel then For first queue I need 4 as max capacity , then for second queue it should be 10 .
Is there any way to achieve this.

Thanks,

Raj

[Tanushree Maiti]

Hi @Ram141 .

Check this link if it helps you.

https://www.servicenow.com/docs/r/customer-service-management/workforce-optimization-for-customer-se...

[Ram141]

Hi @Tanushree Maiti ,

I have gone through the provided article and I don't anything specific to the overriding the assignment based on Queue , if you find anything in specific here could you please highlight.

 Thanks,

Raj

[vaishali231]

hey @Ram141 

In Advanced Work Assignment (AWA), capacity is controlled at the Service Channel level, not at the queue level.
Out of the Box
The Default capacity defined on the Service Channel applies to all agents for that channel.
All queues associated with that Service Channel inherit the same capacity model.
There is no configuration field on the Queue record to define a separate maximum capacity.

So if you configure:
Default capacity = 8 (on Service Channel)

It applies to all queues under that channel.

Your Requirement
Example:
Queue 1 : Max capacity = 4

Queue 2 : Max capacity = 10

Both under the same Service Channel

This type of queue-level capacity control is not supported out of the box.

Recommended Approach
If different queues represent different workload types and require different capacity limits, the supported design is:
Create Separate Service Channels
For example:
Service Channel A - Queue 1 - Capacity = 4

Service Channel B - Queue 2 - Capacity = 10

This approach:
Aligns with AWA architecture
Is fully supported
Avoids customization
Keeps capacity logic clean and maintainable

In AWA design, the Service Channel represents the work type and its capacity model, while queues are primarily for routing.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh