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How to control number of SR to be assigned to Agent via omnichanel

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edited Feb 12, 2021 5:30AM in B2B Service 11 comments

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Hi,

The way omnichannel functionality work -  it assign all the open service request to the first available agent who logs into the application so if agent's capacity is 50, system will assign all 50 to this Agent if any other Agent isn't available by that time. All other Agents who log in later will not have any work. Is there a way we can control this behaviour and can use round robin type method to assign 10-10 service request in first cycle?

Regards,

Jitendra

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