I have created omni channel for leads and according to the criteria the created lead record is incoming to my omni-channel. But when i decline it , the records is gone off but again it is coming into the omni-channel. Please any of you tell to resolve this
Best Answer
Besides answer from @crmprogdev I want add one thing that's slightly my guess.
So I will start with the question: How many agents were connected to OmniChannel at the point of time when you were testing that functionality?
My guess here: you were the only one. And that's why you were receiving it again.
OmniChannel works on queues so the process is that Lead is added to the queue (because it needs an owner) and OmniChannel tries to pass to to ANYONE that's currently connected. And because you were the only one connected, even after declining you were re receiving it again.
How to "fix" that (well fix is not great word here, because everything works as expected)
You can use Busy presence status. (Setup -> Build->Customize->OmniChannel->Presence Statuses and Presence Configuration. There is great setup guide in documentation). So when you as an agent would not like to receive Leads anymore you can mark yourself as a busy person and OmniChannel won't route anything more for you.
Downside: Because OmniChannel works on assumption that agents should not decline specific record forever (because for example they don't like client or whatever) you can't resign from only one specific Lead.