Request:
Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

Current Behavior:
When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

Requested Behavior:
When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent is available.

Business Impact:
The current behavior can interrupt active calls, place calls on hold, and result in agents being marked as RNA. This may negatively impact call handling and CX reporting.

Expected Outcome:
Agents who are actively engaged in an EX call should not receive or be interrupted by incoming CX queue calls until they become available.

Priority:
Please evaluate this enhancement and advise whether it can be implemented, along with any available timeline or alternative configuration/workaround.