---
schema_version: "1"
id: 48dfdbfab2a87b9bc5afed2c7b92752a8addc8bb27d876c1e50ec7d2377b0587
title: Reassign Work Manually
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_agent_reassign_work.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 116dca91d415f5ce3a249364bacd2146cab7750a7c143820589d4f8bf0409bdf
description: Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only.
products:
  - Service Cloud
release: "264"
---
# Reassign Work Manually

Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Before you can reassign a work item, turn on **Enable Enhanced Omni-Channel** in the Omni-Channel settings. To reassign work to a rep, turn on **Enable Skills-Based and Direct-to-Agent Routing** as well.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note To reassign work directly to a rep, you must have View All Users permission.

1. To reassign a work item to a new routing destination, on the record page, click **Reassign** and select the new routing destination.
    
    If the Reassign button is missing, ask your admin to add it to the page.
    
    ![Reassign button in the Case details page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_work_reassign.png)
2. To reassign the work item to a queue, select the queue.
    
    When you reassign work to a queue, the queue must have a routing configuration. If it doesn’t, it will not appear in the list of available queues to reassign work to.
3. To reassign the work item to a service rep, select the service rep.
4. To reassign the work item to a skill set, select the skill.
    
    You can select up to 10 skills. When you reassign work to a skill, the skill level is set to 0. To specify the skill level, reassign the work to a flow where you can define the skill level requirement.
5. To reassign the work item to an Omni-Channel flow, select it.
6. Click **Reassign**.

What happens behind the scenes when work is reassigned? After you reassign a work item (known as an "AgentWork record" in the backend, a new AgentWork record is created. The status of the original work record varies depending on the routing destination and whether you use tab-based or status-based capacity. For tab-based capacity, work that isn’t canceled is closed when the tab closes.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col>
          <col>
          <col>
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191700e144">Scenario</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191700e147">Status of Existing Work with Tab-Based Capacity</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191700e150">Status of Existing Work with Status-Based Capacity</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a queue.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a queue.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Accepted status to a queue.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">
              <p style="margin-bottom:0;" dir="ltr">Accepted</p>
            </td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a skill.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Accepted status to a skill.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Accepted</td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Closed</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a rep.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td>

          </tr>
          <tr class="">
            <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Accepted status to a rep.</td>

            <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Accepted</td>

            <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Close</td>

          </tr>
        </tbody>
      </table>

- **[Work Reassignment Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_reassignement_limitations.htm&release=264.0.0&type=5)**  
    Before using the work reassignment feature, be aware of these limitations.