Why do work items remain in the Omni-Channel widget when an agents status changes to busy?

• The agent goes offline.
• A Push Time-Out is configured within the corresponding Routing Configuration and the Push Time-Out limit is reached.
• The Presence Configuration assigned to the agent has "Allow Agents to Decline Requests" enabled and the agent declines the work item.
• The agent accepts the work item

Note: This applies to all Standard and Custom Objects with the exception of Chats. 
 

Work items that are already accepted by the agent will show in the 'My Work' tab within the Omni-Channel widget. These accepted work items will remain in the 'My Work' tab until the agent clears their capacity. Please refer to Clear Omni-Channel Capacity