Hi,
In AWA How "capacity in use" for an agent is calculated ?
Utilization condition : catalog task records which are wip, open , pending and assignment group A . here the agent will have work items based in below
1. work items assigned to agent before AWA implementation
2.work items assigned via AWA
3.After AWA implementation manual work assignment
Here any work item which gets assigned via AWA will be taken in account for capacity calculation . will work items which gets assigned via by statement 1 &2 will be taken into account ?
Thanks ,
Ragavi
