We have been using the omnichannel routing for the last month. I just want to clarify how the capacity rules determine who gets assigned new tickets. From what I've seen it is based on who is online and how many Open tickets they have?
If this is the case, is there no way the capacity rules can be more custom-made with regards to how we want new tickets to be routed? In our instance, basing it on an agent's open tickets isn't ideal as most of our queries aren't solvable on the day and this increases the agent's unsolved queries and a bulk opening of tickets which overwhelms an agent.
It would be much more ideal to have something like the Round Robin App on Zendesk for us where all the online agents for the day (working hours) are assigned the exact same amount of new tickets for the day.
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