In this document, under calls there is the line.

After a call ends, the ticket generated by the call is removed from the omnichannel routing queue.

Are there any plans to change this? If my system is setup for my agents to focus on things assigned, but then they are not routed tickets that were previously a call.... we are missing responses on these tickets. They get very focused and continuously churn through tickets assigned to them and are not looking at other views.

Because these are removed from omnichannel routing, this creates a second workflow that can be hard to remember or manage since its essentially as if the channel does not route at all. Which is very frustrating, I am having to go to a marketplace app to supplement what omnichannel is missing. In my case that is not only these call tickets that are no longer a call but also the text channel.

For those wondering, I am using free version of Round Robin to supplement these missing channels.