Keep agent cap status updated for IT ops

IT faces inconsistent cap signals, so capped agents still receive assignments. It marks the contact as capped on external cap notices, preventing routing to capped agents and protecting compliance.

Overview

Inconsistent cap signals lead to capped agents receiving assignments and expose operations to routing and compliance risk. This workflow ensures contact cap status reflects external cap notices so ops avoid routing errors and gain auditable cap logs for staffing and compliance decisions.

Notable Features

Mark contact records as capped
Prevent routing to capped agents
Append cap events to audit log