Live Agent rejects user requests using the 'Busy' or 'Not My Expertise' options, but the request is reassigned to the same agent instead of being routed back to the queue. Issue ProblemWhen a user starts a conversation through the Virtual Agent and requests to connect with a Live Agent, the assigned Live Agent can reject the request using either the 'Busy' or 'Not My Expertise' option. However, after the rejection, the request remains unassigned for 1 minute and is then reassigned to the same agent instead of being returned to the queue and routed to another available agent. This occurs for both rejection scenarios: selecting 'Busy' or 'Not My Expertise'. Release All releases Cause Root CauseThe issue was caused by a configuration setting in the rejection reasons. The 'reassignable' flag was set to 'true' for both the 'Busy' and 'Not My Expertise' rejection reasons, instructing the system to offer the rejected work item back to the same agent instead of routing it to the queue. Resolution Steps to Resolve1. Identify the configuration setting for rejection reasons in the system.2. Verify that the 'reassignable' flag is set to 'true' for both the 'Busy' and 'Not My Expertise' rejection reasons.3. Update the configuration to ensure the 'reassignable' flag is set appropriately to route rejected requests back to the queue for reassignment to another available agent.