Could we please have the option of designating different “Assignment Load” quantities per “Group” for each agent, instead of having the assignment load apply to ALL groups in which an agent is added?
Example: Agent Smith should be able to have the following break down:
Group 1, assignment load 10
Group 2, assignment load 20
Group 3, assignment load 0/none
Group 4, assignment load 15
We want agents to be able to work on any ticket type from any group they want/need to work on, without automatically being assigned more tickets for that group.
