I've setup a Omni channel with all routing configuration. For one of the user, I have assigned the Capacity = 2 with unit of capacity =1. That means my user is available to receive 2 work items if he is available 100% after login to omnichannel.
Routing Configuration :
Available Units of Capacity : 1.00
Routing Priority : 1
Routing Model : Most Available
My simple issue is when user login to omnichannel, he only receive one open work item (Case) however, there are 4 Cases present in the queue (Routing Configuration already set to this queue).
Can anyone help me to provide what all are the mistake I could have done or anything that I have missed out during setup?
Thanks in advance. Its a bit high priority for me. I would appreciate any help on this.