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...