AgentWork status moves to "Canceled" on Accept (Enhanced Omni-Channel, Status-Based Capacity) — Handle Time only captured for the final consultant, not each handoff

Issue:

When a consultant clicks 

Accept on a routed Case work item, the AgentWork.Status field is moving to Canceled instead of Opened/Assigned. This is happening consistently, not as an occasional glitch.

The practical impact: on cases that get handed off between multiple consultants before resolution, only the finalconsultant (the one who closes the case) ends up with a usable HandleTime value. Every earlier consultant who worked the case has their AgentWork record sitting at Canceled, with no AcceptDatetime-to-CloseDateTime window ever calculated — so their actual time on the case is invisible in reporting, even though they clearly worked it (case comments/emails/status changes during their ownership window confirm this).

What I've already ruled out:

• Confirmed we're on Enhanced (not Standard) Omni-Channel via Omni-Channel Settings
• Confirmed Status-based capacity model is in use on the Case service channel
• Confirmed every Case Status picklist value has a mapping (In-Progress/Paused/Completed) — no unmapped values
• This isn't a competing-routing/race-condition scenario — it happens even on cases routed to a single agent with no other agents contending for the same work item

Expected behavior:

Accepting a work item should set AgentWork.Status to Opened (with AcceptDatetime populated), and HandleTime should be calculated independently for each consultant's own Accept→Close window when a case is transferred/reassigned between them — not just for the last one. I can see that throught the case value changes, the consultant spent 25mins on the case before moving to a "waiting for customer" status and then the last agent picked this up and closed it which is tracking the AHT.

Questions for the community:

1. Has anyone else seen AgentWork.Status go straight to Canceled on Accept under Status-based capacity, despite a fully mapped Status field?

Any pointers — especially from anyone who's hit this post-migration — much appreciated.