Final answer:
To set capacity overrides for agents in Advanced Work Assignment, access the ServiceNow platform and locate the Agent Capacity Rules within the AWA application. Here you can tailor each agent's workload capacity based on different conditions.
Step-by-step explanation:
To set capacity overrides for agents using Advanced Work Assignment (AWA), you need to access the ServiceNow platform. Once logged in, navigate to the Advanced Work Assignment application within ServiceNow. Within AWA, look for Agent Capacity Rules or similar settings, depending on the version of ServiceNow you are using. This is where you can define overrides for agents' capacities, allowing you to tailor how much work each agent can handle based on various conditions or criteria.
Keep in mind that managing capacity effectively is crucial for ensuring that workload is distributed properly among agents, preventing burnout and ensuring a high level of service. If you are unsure of how to navigate the ServiceNow interface or set up the overrides, referring to the official ServiceNow documentation or seeking assistance from an experienced user or administrator would be beneficial.