We recently enabled Skills Based Routing with Status Based Capacity, but it was discovered that sometimes our Omni-Channel agents need to re-assign the case to people that are NOT in the Omni-Channel Routing system. Here's what happens:
- Omni routes new case
- Omni agent accepts case
- Omni agent changes owner on case
- History shows the owner change but immediately routes it back to the user (or another user with the same skill who is online).
The way we handle the routing is via flows and when this occurs, these flows are not being triggered so I'm guessing it has something to do with the Status on the case and the fact that it is status based routing?
Has anyone experienced this and figured out a way to work around this without creating other status that are outside of the omni-routing?
#Omni Channel
: Thank you so much for coming back and posting your solution.
While I don't think this helps me right now, I will make note of it for the future.
A lot of our issues have to do with the order in which things happen (i.e. the Case is created before the eMail Message record) and cross-reference issues. I did find in my org, an ancient Workflow Rule that was reassigning cases. Deactivating that made a big difference for us.
