[SalesForce] Facing issues with Omni-Channel

I figured out the problem I was running into. I knew that Omni-Channels created a work item for every case that was assigned to an agent. However, I did not realize that the status of the work item and the status of the case are not equivalently matched.

Where the status of the case is manually updated to “closed” once an agent is finished with a case, the status of a work item is automatically updated to “closed” as soon as the case window in the console is closed (regardless of case status).

Since agent capacity is determined by work items rather than cases, this means that in order to limit agents to 4 cases at a time the agent must keep all in-progress cases open in their console windows. Only when they are done working on a case should they update the case status and close the window (automatically updating the work item status, and allowing the agent to receive another assignment).

This may have been the result of a few things:

• In my attempt to debug what was happening, I had multiple tabs and browsers open with Omni-channel in them. It seemede that the Omni-channel session was being disrupted
• Some of these items had previously been routed to me and declined, which may mean they weren't being re-routed to me
• We were using Workflow field updates to move the Cases into the omnichannel queue. It seems that "Order of Execution" means that these cases are not picked up by omnichannel. When we moved from Workflows to Process builder, this seemed to resolve this issue.
• We had not realised that cases routed by Omni-channel have the owner of the case automatically updated to the user, even before they've accepted it. We had thought the owner was updated when they accept it. As a result it looked to us like it was routing cases that we already owned.

We can't be sure exactly which of these was causing the confusion, but it was likely a combination of the above and wanted to leave this here in case it is of use to others.