Why do work items remain in the Omni-Channel sidebar or utility item when an agents status changes to busy?

Work items routed via Enhanced Omni-Channel are not immediately rerouted from the agent to a queue when the agent updates their presence status to a busy status.

If an agent receives a work item in his Omni-Channel sidebar or utility item but does not accept it and then the agent changes his Presence Status to a status configured as 'Busy', the work item will remain in their sidebar or utility item indefinitely unless:

• The agent goes Offline.
• The Presence Configuration assigned to the agent has 'Allow agents to decline work requests' enabled and the agent declines the work item.
• 'Push Time-Out (seconds)' is configured within the corresponding Routing Configuration and the Push Time-Out limit is reached.