How most capacity assignment will work in agent work space

[sanga2]

Hi all,

I would like know how a most capacity assignment rule will work in AWA. I want once the interaction is in one agent's queue, and the other agent is available and not in any chat or call the interaction to directly fall in his queue rather than waiting in one agent's inbox who is on a call or chat.

[Community Alums]

Hi @sanga2 ,

yes you need agent workspace for AWA as the agents will be getting the work items in the agent workspace when they make them selves available .

Main things needed in AWA is 

1)You need a service channel to place work items under incident channel where you give the utilisation condition 

2) Then queue to route the work items into different routes based on the condition or the routing condition that you give 

3) Assignment eligibility where you need to create a assignment rule and mention a group such that users who are part of that group will receive the work items when the incident is assigned to that group while creation 

4) Work assignment where you auto route items based on skills or in a normal way.

If it is based on skill you need to tag skills to incident using skill determination rules and tag particular skills to users in their user records in skills related list.

If not assign it in a normal way by using most capacity 

1) service channel - A service channel is a means of assigning a specific type and scope work to agents. You can configure base system service channels to set the context and service channel attributes that define the work handled in the channel, or you can create your own custom service channel.

when you install plugin com.snc.incident.awa plugin autaomatically a service channel is created for incident table 

Refer to below link for better  understanding on all the concepts:

https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/advanced-work-assignment...

[sanga2]

HI sandeep,

Thanks for the reply. I have already configured the queues and assignment rules. All I am looking here is to understand how the most capacity assignment rule type works here.  I want once the interaction is in one agent's queue, and the other agent is available and not in any chat or call the interaction to directly fall in his queue rather than waiting in one agent's inbox who is on a call or chat.