Current Challenge:

We have observed that when an agent is the first to log in and becomes available in D365 after off-hours, they receive all the accumulated cases from the queue. This results in an unfair workload distribution, effectively "punishing" the first agent who logs in.

Proposed Improvement:

By configuring a capacity profile with a defined work item limit per hour, we can prevent a single agent from receiving all cases at once. This setting, when paired with a round-robin assignment approach, will help distribute cases more evenly among available agents and ensure a fairer workload balance.