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Omni-Channel assigns a Work Item to an agent even if it is not manually accepted

Publiceringsdatum: Jun 7, 2026
Beskrivning
Scenario: the record history shows the work item was assigned to an Agent and then routed back to the queue.

We will use Cases as the example object, but this applies to any Omni-routed object:
If an Omni-Channel user is available but does not manually accept a Case request, the Case Owner will be set to the Omni-Channel User and then change back to the Queue in the Case History.

In this scenario, the setting 'Automatically Accept Requests', in the Presence Configuration, is unchecked and the Profiles are assigned to the correct Presence Configuration.
Lösning

This is expected (working as designed) behavior. When an Omni-Channel user is available but does not manually accept a request, the system temporarily assigns ownership to trace the routing attempt, then reverts to the queue. No configuration change is needed unless you want to auto-accept requests.

To enable auto-acceptance, go to Setup > Presence Configurations > [Your Config] and check 'Automatically Accept Requests'.

See also:
Chat options 'Automatically accept chats' and 'Re-route Decline requests'

Knowledge-artikelnummer

000383911

 
Laddar
Salesforce Help | Article