Determine Agent Capacity Based on Work Item Status (Generally Available)
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
How: In the Omni-Channel settings, click Enable Status-Based Capacity Model.
For each service channel, select the Status-Based capacity model. (1) Then, specify the picklist field that you use to track work status and the field values that you use for completed and in-progress work. (2)
For work that’s assigned to a specific agent, you can choose to override the capacity check and keep the work assigned to the agent. (3)