Is there a way to eliminate specific agents from the "Transfer to ACD" action in Architect Inbound Messaging flow based on certain conditions knowing that we cannot manipulate the skill-based routing?
The use case is that if the current time for the conversation is within the last 30 minutes of the last handled agent shift schedule, we need to eliminate him from ACD routing.
I had a workaround that I'm checking before the "Transfer to ACD" action if it's within the last 30 minutes of the agent shift, I can force off-queue the agent by changing his presence to Available via Presence APIs but this has a drawback on status reporting and adherence.
Any other suggestions??