Work Reassignment Limitations

Before using the work reassignment feature, be aware of these limitations.

You can’t reassign work using Omni Mobile.
To reassign a work item, it must have a routing configuration. When you reassign a work item to a specific service rep or skill, Omni-Channel uses the routing configuration of the existing AgentWork record, not the PSR (PendingServiceRouting) record. In case a work item doesn’t have a routing configuration, define a default routing configuration in the Service Channel settings. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration.
When you reassign a work item, you can search for the new routing destination by name. Note that skills,service reps, flows, and queues with names less than 3 characters aren’t searchable.
When you reassign a work item to a service rep, a skill, or a queue, the original work is flagged as transferred. When you reassign work to a flow, the original work is closed.
For status-based capacity, only work with an In Progress status is routed. Work with a different status is not routed, and no errors occur. Paused work is not routed, but an error does occur.