Agents can receive back-to-back AWA assignments across different queues within the same service channel, even when other agents have lower capacity in useIssue When a record is re-routed from queue A to queue B within the same service channel in Advanced Work Assignment (AWA), the service channel capacity appears to be ignored. Clarification is requested on whether this is expected behavior and how capacity tracking should function during such transitions. Observed that agents can receive back-to-back AWA assignments across different queues within the same service channel, even when other agents have lower capacity in use.ReleaseAllCauseThis behavior is expected based on Advanced Work Assignment (AWA) design. Each queue evaluates routing decisions independently at the time a work item is assigned, and there is no shared assignment tracking (such as "last assigned") across queues. While agent capacity is tracked globally at the service channel level, it is only one of several factors considered during assignment and does not exclusively determine the selected agent.Resolution1. Confirm that AWA routing behavior is functioning as designed: - Routing decisions are evaluated independently per queue, even within the same service channel- Assignment order or history (e.g., last assigned) is not shared across queues- Agent capacity is considered globally, but it is not the sole factor in determining assignment- The routing algorithm may also consider other factors such as skills, affinity, priority, and internal ranking logic2. If the goal is to achieve more even distribution across agents, review and adjust the routing method (e.g., using "Most Capacity" or similar strategies) and ensure assignment criteria align with desired workload balancing outcomes.