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]

Hey @ARIC WALKER  AWA is platform capability and should have a potential solution. Please open a case for the same

[ARIC WALKER]

How do I create a case?  

[Srikar Prasad]

If you are ServiceNow customer/partner you should be able to open a case in our customer service portal. You can reach out to your account team to get help

[ARIC WALKER]

How do I put in a case?

[wysenk]

Hi there, did you manage to solve this issue? The only solution that I can think of is to reduce the Default Capacity so that the rest of the cases do not get auto assigned.