Today the work item limits set in each workstream accept work items from other workstreams/types of channels.

Example scenario:

Work item limit in chat workstream is set to 3.

Work item limit in voice workstream is set to 1.

This results in:

An agent busy in a call will be blocked from receiving another call or a chat request. But an agent busy in one or two chats, can still receive incoming voice call(s) - although the second and third work item should be reserved for chat(s).

It would be great if the work item limit set up per workstream, would only take into account work items created in the respective workstream (i.e. a work item limit in a chat workstream would only allow three chats, and no other types of work items).

Thanks,

Kristine