Curently Omnichannel Routing does not support Hybrid assignment. We're really looking forward to this feature being released. We’ve tried two options (with Omnichannel Routing and without it) and surprisingly the second one (not to have Omnichannel Routing) gives a better result.
Each agent has its own productivity, and accepting additional chats by manually picking up from NEW view is inconvenient. At the same time increasing capacity limits create a mess and missed because chats get stuck with agents who do not accept them, or start jumping from agent to agent. I tried different capacity rules for new / middle / experienced agents but it only helped a little.
Hybrid assignment is a must have feature for us.
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