I'm working on setting up Omni-channel for my company. I want to cases to be automatically assigned to our agents and allow agents to have 4 cases in progress at a time. (So I have set the agents' capacity to 4, and set each case equal to 1 unit of capacity). Theoretically, this should mean only 4 cases are pushed to an agent at a time; however, omni-channel is currently ignoring my capacity of 4, assigning a limitless number of cases to the same agent.
(I've checked my profiles and queue access but can find no inconsistencies.)
I realize Omni-channel is still is in beta, but I was wondering if anyone had found a fix for this issue?