Report on Decline Requests in Salesforce Omni-Channel

Sample Presence Decline Reasons:


To report on Agents Decline Reasons, use the following steps.

1. Create a Custom Report Type on Agent Work object.


2. Create a Report using the customer report type created in Step 1.


Video Reference:

How to allow agents to decline requ... x
How to allow agents to decline requests in Salesforce Omni Channel