Hello Community,
In Omnichannel, when working with record type channel for examples Cases, if I set operating hours on the Queue, and if I use the "Push" distribution in the workstream, is there a way to prevent the system to push the case (the work item) to the agent if the agent login to Omnichannel outside of the Queue's working hours? In my testing, it appears as soon as the agent logins, the system will attempt to push the case record to the agent, even if it's outside the working hours, because maybe the system is thinking the agent has signed in and is now available to take on work. Is there any way around this? What if the agent just wanted to sign in to take a look at something but is not ready to take on work since it's not within the operating hours yet, and we don't want the agent to see the work item being pushed to him during this non-working hour period?
I have tried looking into the custom assignment area on the queue, but I could not find anything I could configure there that would only push out the work item if it's during the Queue's working hours.
Any ideas?
