We have implemented Omni Channel with auto accept on cases and its working. The issue is that when you are working on a case in the console and omni channel pops a case then the browser focus is switched to the new case, which is annoying our service agents. I see no way to control this behaviour but wanted to ask if anyone has had similar issue and found a work around or solution
Switch to Lightning. This is a "Classic-only" issue/feature, and I don't think there is a simple/configuration workaround.
- Classic Console w/ Omni-Channel: if your Presence Configuration is set to "Automatically Accept Requests" you will be automatically redirected to the new request even if you have a record open and are in the middle of something.
- Lightning Console w/ Omni-Channel: if your Presence Configuration is set to "Automatically Accept Requests" you will NOT automatically redirect to the newly accepted request. The newly accepted record will simply be added to your view in a new tab on the right.