Demystifying agent work item size and capacity utilization is Advanced Work Assignment. - Support and Troubleshooting

Demystifying agent work item size and capacity utilization is Advanced Work Assignment. Summary When AWA is configured for any channel, the Default work item size & Default capacity play an important part in how the work item will be routed to the agents.

In an ideal condition, the default work item size should be less than or equal to the default capacity for the channel.

There are 2 parts to work item routing:

1. Successful creation of the work item. 2. Successful routing of the work item. A work item will be successfully created if it meets the condition defined in the service channel. A work item will be successfully routed to an agent if:

* Agent utlization is below 100% * Conditions defined in the queue are satisfied This is explained in the image above.

Let's consider the below scenarios:

Case 1:

Default work item size (WI)= 1

Default capacity (C)= 4

The agent utilization = WI/C

Now from the above scenario, it means that an agent can have a max of 4 active work items in their queue at a given point in time.

So when 1 work item is assigned to the agent, the agent utilization is 25%.

You can find the same value in awa_agent_capacity table, by adding the Agent Utilization column.

Case 2:

Default work item size (WI)= 4

Default capacity (C)= 4

The agent utilization = WI/C

Now from the above scenario, it means that an agent can have a max of 1 active work items in their queue at a given point in time.

So when 1 work item is assigned to the agent, the agent utilization is 100%.

You can find the same value in awa_agent_capacity table, by adding the Agent Utilization column.

Case 3:

Default work item size (WI)= 2

Default capacity (C)= 4

The agent utilization = WI/C

Now from the above scenario, it means that an agent can have a max of 2 active work items in their queue at a given point in time.

So when 1 work item is assigned to the agent, the agent utilization is 50%.

You can find the same value in awa_agent_capacity table, by adding the Agent Utilization column.

Related Links When AWA is installed in the instance, the record (cases, incidents, or chats) should not be assigned manually.

This will break the AWA flow, and will also impact the Agent Utilization calculation. Manually assigned work item will be included in capacity utlization calculation for the agent.

As a result, the agent might get more chats than the default capacity.

Some important points & best practices to follow:

For any service channel, the advanced condition check should always be true, even if there are no conditions defined. Never have 2 service channels with the same conditions defined. System will not know which channel to choose for work item routing, and it will pick either one randomly. This will not route or create the work items, and AWA functionality would fail. The difference in values for default work item size & default capacity should not be huge. By this, it means that do not have the default work item size = 1, & default capacity = 50. You can have this if the business requires so. This would mean that if an agent can have 50 active work items at a given point in time, and when 1 work item is assigned, it increases the utilization by only 2%.