We are using the 'Personalized Activity Assignment' field so that activities pertaining to a case go to the same agent who worked on it last. EXCELLENT feature, however, when an agent hit's their maximum task load, the email could be reassigned to another agent. (very bad)
From what I can tell, there is no way around this. Does anyone have any idea's? We can't use the preferred agent either, as in our case, we do not care which customer goes to which agent, but we do care that an agent works on his case as they need to be the sole owner.
There is no need to open a TAC case for this as this was advised as not supported configuration since it overrides intentional behavior to honor max task. If it is fully supported then I guess Karthik and Gaurav would be able to publish the solution directly instead of asking for TAC cases to be opened
Personally, I think this should have been enabled by default but the conclusion which was made by BU and eGain apparently takes something more into account and confirms the initial decision not to include this in the available options. Nevertheless, I would still like to be proved otherwise as honestly I didn't find any additional technical details 'what can go wrong' but I also welcome that part from Karthik/Gaurav as well if that still stands.
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