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Why doesn't Omni-Channel reroute a work item when only one agent is available?

Date de publication: May 15, 2026
Description

When agents do not accept a work item in Omni-Channel, the system attempts to reroute it to the next available agent based on the configured Routing Type (Least Active or Most Available). However, customers may notice that a declined work item is not rerouted and remains unassigned.

Résolution
There is a scenario where Omni will not reroute the work item. If only 1 Agent is available for the Omni Queue, then once they decline (manually or via Push Time-out), that work item will not be rerouted to them. 

This is because for each work item that is routed, we remember who the previous agent was that declined the work item. If that previous Agent that declined the work item matches the only Agent available, then we will not reroute the work item. The next item in the Queue will be routed instead. When the agent timed-out and the status changed to busy, it means that the system recognizes the agent declined the work item. So in order for that declined work item to be part of the agents queue again, the agent has to go offline then change the status back to available. 

If there are multiple Agents available for that Omni Queue, then it will attempt to reroute the work items multiple times. 

Exception for Chat Transcript records:

When a work item is declined by all available agents, either by push timeouts or declining manually, the routing behavior depends on the work item:

- Chat Transcript: Chat will be ended with the "No available agent" message.
- Other (MessagingSession, Case, Lead, etc...): The work item will be added back to the queue. Once the work item is set to be re-routed, all agents will be considered again, even if they had previously declined the work item.

Numéro d’article de la base de connaissances

000382420

 
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Salesforce Help | Article