Need suggestion or workaround.
We have implemented a skill based omni channel routing, it is working fine routing correctly to available agent with specific skills.
Issue observed is when an agent with skill is available, case owner is updated to the agent's name and if unaccepted the work after push timeout the case remains under agent ownership only. Ideally it should be reverted back to unassigned queue.
Process is when a case owner manually assigns a case to a queue, automation fires and routes the case through omni. If reverting owner to unassign queue again, so as designed again the case will be routed with new PSR.
I find this article -
https://help.salesforce.com/s/articleView?id=000383911&type=1
But this article says,
If an Omni-Channel user is available but does not manually accept
a Case request, the Case Owner will be set to the Omni-Channel User and then change back to the Queue in the Case History.
Any suggestion/guidance, would be much appreciated.
Thanks
It will not get reverted to unassigned queue. It will go back to the original queue and find the next available agent.
https://www.infallibletechie.com/2021/11/decline-timeout-in-salesforce-chat.html
