If an agent's used capacity has reached its limit, what will their Presence status be when assigned a work item?

When an agent's used capacity has reached its limit, their Presence status will be set to "Busy Do Not Disturb." This status indicates that the agent is currently occupied with their workload and does not want to be interrupted by additional tasks or inquiries.

The "Busy Do Not Disturb" status is specifically designed for scenarios where the agent is at full capacity, ensuring that new work items are not assigned or routed to them until they become available again. It allows for the effective management of workload and helps maintain service levels by preventing agents from being overwhelmed.

In contrast, other presence statuses like "Busy" typically signal that the agent is engaged but might still be open to receiving new work. "Away" suggests that the agent is temporarily absent from their workspace, and "Offline" means they are not available at all. Each status serves a specific purpose in managing agent availability and workload, but "Busy Do Not Disturb" is the most appropriate designation when the agent has hit their maximum capacity.