Hi,
In our business we have some cases (Let's call them - Queries) have a standard SLA and the team needs to followup on these cases. And that's why the team keeps these cases as open.
In the meantime the team has the bandwidth to attend to other cases. So, if an agent has the omnichannel routing capacity of 5, and they already have 5 queries, they still can receive 5 more tickets.
We have a custom field with a drop down option as "Queries'. So, when a ticket is created and the team identify it as a query, the update the drop down and save the case.
What's the best way to configure the ominchannel for them so that they are able to work on other tickets while keeping the 'QUery' tickets as open (So that the SLA runs).