We are facing an issue with Omnichannel:
Right now we have it configured the standard way and so Cases for example get assigned via specific routing rules. The main issue we have right now is that agents in a busy status will still get pinged to with Cases that are reopened under that agent's ownership. We were told that that is standard functionality but to me, it doesn't make sense for agents to get pinged when they are busy.
Has somebody encountered similar issues? I'm wondering if using an Omnichannel Flow would help as well.
Thank you
In the service channel, if you enable Status based capacity model, you ll get an option to check the agent capacity on reopened work. If you check that option, the work item will be rerouted using the most recent routing type. If it is not checked, the work will be assigned to the agent even if unavailable. Hope this would help to resolve your issue.
