I have a custom table configured with AWA. When a new work item is assigned, I want AWA to calculate the agent's capacity based only on active records.
Currently, agents may have records in different states. I want AWA to ignore records that are in Closed, Completed, or Cancelled states and count only active records when determining the agent's available capacity.
For example:
Agent A has a capacity of 5.
Agent A has 3 Closed records and 2 Active records.
AWA should count only the 2 Active records against the agent's capacity.
Therefore, Agent A should still have capacity available for 3 more work items.
Can anyone help with this?
