[SalesForce] Omni Channel Supervisor not showing assigned queues for an agent

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).

Following is a standard behavior with Omni-channel --> > If your agent is available and a case is proposed to them (even if they don't accept the case) in the background the case gets assigned to them and then it gets assigned back to the queue. In the case history this will show as two changes of ownership (which can be quite confusing since nothing really happened)

Ref : help.salesforce.com/s/articleView?id=000319828&type=1

But seems like, your agents are accepting the cases. I suspect some automation is triggering the change. Please check process builders, flows and apex