We have an omnichannel setup for Chat - we have done all the presence configuration ...., but the issue that we are having is with the Status of the agent - it always shows as available even if the capacity is 100%
Below is just an idea,I haven't tried it out.
whenever user accepts a work order omni channel sends certain events which you can find the full list here
getAgentWorkload(): Retrieves an agent’s currently-assigned workload. Use this method for rerouting work to available agents. Returns a Promise. Success resolves to configuredCapacity and currentWorkload properties. The Promise will be rejected on error.
if configured and current work load are same it means its 100% fire a platform event to amazon connect and mark whatever status you want there to stop calls coming in