Omni Channel changing case owner to agent whom it was routed to even if agent 'Declines' work Item or even if work item gets 'Timeout'

The behavior of declined / push timeout skills-based routed work continuing to be owned by the agent that it was routed to is the expected behavior since there are no qualified agents available and there isn't really a queue to go back to as there is with queue-based routing.  Furthermore, the PSR continues to exist because the agent didn't accept the work item.

Steps to Reproduce the Issue:

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·        Enable Omni Channel Skill based routing.

·        Create two Service Cloud users and then create Service Resource records.

·        Assign required skills to Service Resources.

·        Make User 1 online and User 2 offline from Omni

·        Create a case which meets the criteria (we need to create trigger/process builder with helper class) to create PSR and route the Work Item to agent.

·        Case will first route to User 1.

·        If User 1 declines the work, the record continues to be owned by them.

·        If User 2 becomes available, the work will route to them.

Explanation:

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The behavior of declined / push timeout work continuing to be owned by the agent that it was routed to is working as designed since no other qualified agents are available and there isn't a queue to go back to as there is with queue-based routing. However, as is the case with queue-based routing, declined work does maintain its PSR to route to the next available agent.

The work won't route back to the agent that declined the work until they log out and back in to Omni Channel, but it will immediately route to other available agents when it is declined. If none are available, the work will remain owned by the original agent until another comes online. The work will continue to route this way until someone accepts the work in their Omni widget or the PSR is manually deleted.