We have set up Omni-channel with the status-based capacity model. In certain cases, the manager/supervisor needs to manually assign the case to the agent (ex. case sitting too long in the queue and needing immediate attention).
When the manager or agent takes ownership of the case manually from the Omni-enabled queue, the PSR record (a record which is shown in Omni-supervisor ) doesn't get removed, instead, the same case is routed to the next available agent. This is creating a lot of confusion and Salesforce support is not of much help.
Question: Is this how status based capacity model works? doesn't allow manual ownership of the case to be taken ?
If yes, what are the possible workarounds ?