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  - Every user who can receive routed work must exist as a **bookable resource** and be a member of at least one private queue. Public queues and empty queues get no automatic assignment.
  - Assignment for record work items runs on an event-driven cycle plus a periodic sweep roughly every five minutes, so records do not land instantly the way a chat does.
  - Configuration changes propagate to the routing service within about 15 minutes. Don't judge a config change in the first ten.
+ - For cases there's a setting, **Consume capacity on supervisor case assignment**, that is off by default. Switch it on and a supervisor using **Assign** triggers the unified routing rules and moves capacity from the previous representative to the new one. Leave it off and manual reassignment bypasses capacity tracking entirely.
  - Routing writes to `msdyn_ocliveworkitem` and `queueitem`; assignment sets the record owner, the live work item agent and the queue item **Worked By**. `PickFromQueue` is not supported against unified routing work items.
  
  ## When to use / skip
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  - Advanced queues can't be associated with a mailbox. If the client relies on queue-based email intake, you still need basic queues alongside, and moving records between the two needs **Save & Route** rather than a straight queue change.
  - Intake rules and route-to-queue rules both support only two levels of related records. Anything deeper needs a rollup or calculated field on the record itself, decided early.
  - Turning unified routing on is easy; turning it off cleanly is not documented, and the record types you enabled stay enabled. Treat enablement in production as effectively one-way and prove the design in a sandbox first.
+ - Supervisor reassignment is the other capacity leak. With the supervisor-assignment setting off, a manager who hits **Assign** on a busy day leaves the old agent's capacity consumed and the new agent's untouched, so your utilisation figures drift from reality without anything visibly failing.
  - The "keep the same agent" affinity toggle isn't available for case workstreams — cases stay with the first assignee by design, which surprises clients expecting reassignment on reopen.
  
  ## Consultant notes