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Work Items Remain in Enhanced Omni-Channel Sidebar When Agent Status Changes to Busy

Publiceringsdatum: Jun 4, 2026
Beskrivning

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.
Lösning

This is expected behavior in Enhanced Omni-Channel. Unlike Standard Omni-Channel, work items routed via Enhanced Omni-Channel are NOT automatically rerouted when an agent switches to a Busy presence status.

The work item remains in the agent's sidebar or utility item until one of three things occurs: 

(1) the agent goes Offline,

(2) the agent's Presence Configuration has 'Allow agents to decline work requests' enabled and the agent manually declines, or

(3) the Push Time-Out is configured in the Routing Configuration and the timeout limit is reached. For Standard Omni-Channel behavior, see Standard Omni-Channel Work Item Behavior.

Ytterligare resurser

Learn more about the behavior of Standard Omni-Channel here.

Knowledge-artikelnummer

004576806

 
Laddar
Salesforce Help | Article