Currently, when a record (such as a Case or Email) is routed through a record-based workstream and automatically assigned to an agent, the agent’s presence is updated to Busy, even if the Capacity Profile for that workstream is unit-based with a capacity value of 0.

This behavior prevents Voice workstreams from routing calls to that agent, since Voice routing only targets agents in the Available state.

In practice, this makes it impossible to automatically route Cases\Emails or other records without blocking voice capacity.

Expected Behavior:

There should be a supported configuration that allows record-based routing (e.g., Cases, Emails) to occur without consuming capacity or changing the agent’s presence.

Business Impact:

• Voice routing stops whenever an agent receives a Case or Email assignment, even if their workload is otherwise free.
• Prevents efficient blended operations across channels (Voice + Cases).
• Forces teams to rely on manual assignments or unsupported workarounds, reducing automation and productivity.

Suggested Enhancement:

• If the capacity model is unit-based and set to 0, record assignment should not impact agent presence.
• OR
• Introduce an explicit option (e.g., “Do not affect agent presence on record assignment”) in record-based workstreams or capacity profiles, allowing records to be routed while maintaining the agent’s current presence.