ICA case distribution for agents is calculated based on below listed categories
- Case weightage/Bandwidth.
- Escalation case based on agent.
The Bandwidth are calculated based on the priority of each case, for example, an Agent1 has 6 cases, such as 2-P4 cases; 4-P3 cases, and the bandwidth is low, Agent2 holds 4 cases, such as 2-P1 cases; 2-P2 cases, along with 1 escalation case, and the bandwidth is medium.
As the Agent2 has a high case weightage along with one escalated case, we would validate it. Therefore, the agent's bandwidth is medium.
In contrast, Agent1 holds 6 cases, which is a lot more than Agent2, but Agent1 has a lower priority case count, so bandwidth shows as low.
Which may lead the ICA to assign more cases to Agent1.
Escalation case based on agent:
If an agent has an escalated case it would also lead to display the bandwidth of the agent as high.