Omnichannel routing is enabled on my account with capacity rules. When my agents go online, they automatically get assigned more tickets than their capacity allows. Why does this happen?
By default, Zendesk doesn't count inactive messaging tickets toward the capacity limit and they are still assigned to available agents. When an end-user reply hasn't been received after ten minutes, messaging tickets become inactive and no longer count toward the limit. For more information, see the article: Creating capacity rules to balance agent workloads.
To avoid this behavior, enable the Turn on messaging activity routing setting. That way, inactive messaging conversations will be treated the same as active messaging conversations and count toward an agent's capacity limit.
Furthermore, if the Web Widget bot is configured to allow end users to be transferred to an agent at any time, but you do not offer 24-hour support, your account can quickly accumulate inactive messaging tickets. The inactive tickets are automatically assigned to the next agent that comes online. To avoid agents from getting assigned inactive messaging tickets at once, create a schedule and add the business hours condition step in your bot flow. The business hours condition limits when messaging tickets are created based on your schedule.