I am setting up Omni-Channel and I have two picklist fields "Status" and "Department" in a custom object where when certain values are selected it should remove the work item from the user's workload. However, with Status Based Capacity Model, I can only use one field.
I look into adding the second field by accessing the Agentwork object in a Flow and updating the Status but according to the SF Guide:
While the metadata for AgentWork indicates support for upsert() and update(), these calls aren’t used with AgentWork because none of its fields can be updated.
Is this another way I can set to update the Status of the work to close the work?