D365 Omnichannel: Using Capacity Profile

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Posted on by D365EL

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Hello Community,

In D365 Omnichannel, when using Capacity Profiles, the documentation here says (https://learn.microsoft.com/en-us/dynamics365/customer-service/capacity-profiles?tabs=customerserviceadmincenter) we need not define assignment rules specific to capacity profiles at queue level to find agents with matching capacity profiles. If capacity profile is attached to a work item, then the system will ensure that the assigned agent has the matching capacity profile.

However, if we have multiple agents with the matching capacity profile, how does the system determine which agent to assign the work item? and where is that defined? Is there any rule we need to define so that the system know what to do?

Thanks!