Different behavior in routing when work items are declined in Omni in Spring 16 vs Summer 16
|Knowledge Article Number||000239824|
|Description||In Spring 16, when an Agent either declined or ignored a work item (and Push Timeout is enabled), the work item may have been rerouted back to that Agent. In Summer 16, the work item will not be rerouted to the Agent.|
|Resolution||The Summer 16 behavior is the desired behavior. We do not want to reroute work items to an Agent that has already declined them. Instead, we want to route them to other Agents, and if no other Agents are available, cancel the routing.