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Omni-Channel Skills-Based Routing: Case Owner Changes When Agent Declines or Times Out

Julkaisupäivä: Jun 1, 2026
Kuvaus

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.

Ratkaisu

This behavior is by design for skills-based routing. When an agent declines a work item or a push timeout occurs:

(1) The work item continues to be owned by the originally assigned agent because no other qualified agents are currently available. 

(2) The Pending Service Routing (PSR) record is preserved so the work can re-route when a qualified agent becomes available.

(3) The work will not re-route back to the agent who declined it until they log out and back into Omni-Channel.

(4) If another qualified agent comes online, the work routes to them immediately.

(5) The work continues routing until someone accepts it or the PSR is manually deleted. To verify the PSR, query: SELECT Id FROM PendingServiceRouting WHERE WorkItemId = '[CaseId]'"

Knowledge-artikkelin numero

000380818

 
Ladataan
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