I have came across various articles related to least and most available n routing configuration but I am not getting it .
Queue Based routing
I have done testing with least available where Capacity 10 and units in Capacity 5.
Least available
Initially Workload
Agent A 0/10
Agent B 0/10
after new record comes , Agent A accepts
Workload
Agent A 5/10
Agent B 0/10
then , again new record appears first at Agent B console as workload of Agent B was 0/10
after B accepts
Agent A 5/10
Agent B 5/10
process goes on....Agent A then Agent B.
I understood the least available that agent with less amount of work , record will be assigned to him.
But When I tested the same process with Most Available . I got same output as I received in least available.
For Most Available
Initially Workload
Agent A 0/10
Agent B 0/10
after new record comes , Agent A accepts
Workload
Agent A 5/10
Agent B 0/10
then , again new record appears first at Agent B console as workload of Agent B was 0/10
after B accepts
Agent A 5/10
Agent B 5/10
process goes on.
So what is the difference????
Anyone please explain .
I have came across below article
https://help.salesforce.com/s/articleView?id=sf.service_presence_routing_options.htm&type=5
but how comes the capacity of of two agents can be different when we define capcity for all users same in presence configuration.
please explain ... #Trailhead #Omni Routing #Queues #Routing Configuration #Service Cloud #Omni Channel
Your test indeed yields the same results.
Most available comes into play when you have different sales reps with different capacities.
So imagine:
Agent A 0/5
Agent B 0/10
Agent C 0/20
Agent D 0/5
In most available, Agent C is guaranteed to get the next case. He has 20 available units worth of work.
With least active they all have an equal chance of receiving the next work item.
Let me do another example:
Agent A 0/5
Agent B 3/10
Agent C 15/20
Agent D 0/5
In most available, Agent B gets the work item. He has 7 work units available, compared to the 3 other agents having 5 units available.
In Least active Agent A and Agent D have an equal chance of receiving the next work item, because they both have 0 work items currently.
