The current out-of-the-box "order by" options do not support customisation to specify ascending or descending ordering.

For instance, when using "unit-based available capacity" for ordering, an agent with 100 remaining units is prioritised over an agent with 70 remaining units. However, in certain business scenarios and use cases, particularly where agents are receiving work across multiple channels, it would be preferable to prioritise an agent with 70 remaining units for new work first. This ensures that agents with higher capacity, such as 100 remaining units, are available to handle tasks from other channels requiring more available capacity, while agents already engaged with tasks requiring lower capacity can take on additional similar work items.

Implementing this feature should be straightforward, requiring only the addition of an ascending or descending sort order preference to the out-of-the-box order by capacity options for Unit-based available capacity and Profile-based available capacity.