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  1. I have created only ONE QUEUE for Omni Channel - Even assigned myself to the Assigned queue users - Cases are not coming to the Queue when the Case Owner is changed from 'User A' to the Queue

  2. Tried configuring "Accept Cases Automatically" even then I am unable to receive cases in my Omni Channel Case Queue

What could be the issue.

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  • What are your routing configurations? Is the queue added to the routing configuration? – Kris Goncalves Sep 18 '20 at 13:07
  • Routing Priority : 1, Routing Model: Most Available, Push-Out Seconds 30 secs, Units of capacity = 4, Queue is added to the routing configuration – Sushma Tiwaari Sep 24 '20 at 2:46

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