We are experimenting with omni-channel in a sandbox and have the following set-up:
- A service Channel which is set to only include Cases
- A single routing configuration which has priority 1 and a single queue assigned to it (of which I am a member).
- A busy presence status and an active presence status which is connected with the service channel above
However, I can't seem to get the routing to do anything we would expect:
Cases from the above queue don't seem to route to me when I log-in to Omni-channel. However, I did get a case routed to me today which I already own.
I've experimented today with manually changing the owner of cases in our sandbox to the above queue and nothing seems to happen, either.
What triggers the routing, if not the addition of the case to the queue?
We've got Omni-channel supervisor switched on and nothing seems to be happening in there when I add Cases to the queue either.
Have I misunderstood how Omni-channel is supposed to work?