Advanced work assignment ensuring no one rep gets all capacity when signing in (front loading)

[ARIC WALKER]

HI ALL,

1. Use case is: 
2. Agents have a service channel most capacity is assignment rule. 
3.  7 is the default capacity in the service channel.
4. Case table targeted on create.
5. Reject is on in the inbox for workspace.
6. Cases are created on off hours.  All  Agents are all offline.  7 cases created at 1:00 AM. 
7. They will sign in at 9 ish in the morning.

Problem:

1. How do I avoid all the 7 cases going to one Agents inbox.  If they are the first one to signin in the morning.
   1. I see this behavior in my PDI.
2. Seems Like I need a inbox limit for period of time so that Agents signing in 10 minutes after the first agent will see cases in their inbox also.
3. If this behavior scales the same way how do I do this with a most capacity of 50 ?  Will the first agent get the 50?

I call this front loading to capacity of the first agent How do I avoid this ???

[Srikar Prasad]

Hi @ARIC WALKER  I think the core problem here is, when an agent has multiple work items in their queue and other agents have none, can we auto distribute the workitems, is my understanding correct? 

[ARIC WALKER]

They are all in the same Group in the same Queue technically based on the AWA setup.   But yes, that's it from a high level.  To put a finer point on it: its about how work gets distributed to the agents inbox as they log in for the first time of a day.    Am I missing a nuance in AWA setup ???  I am always open for user error.    

[sajanrathod0192]

Hi @ARIC WALKER Did you find any solution? I have the same requirement.

[ARIC WALKER]

Cna you confirm this is a bug or can you confirm I am missing something in setting up auto assignment?

I have an example in my PDI I would like to demo if need be.