Is there a way to query for items in the Skills Backlog? This is the tab in Omni-supervisor that shows any work that haven't been accepted.


From OmniChannel SOAP Api guide , the Object to query is PendingServiceRouting .

And you mentioned its for Skill based and not QueueBased so that would be your filter.

SELECT CapacityPercentage, Your_Fields FROM PendingServiceRouting WHERE RoutingType = 'SkillsBased'
| improve this answer | |
  • PendingServiceRouting can be a pending request waiting for an agent to accept as well. How do I differentiate between the PendingServiceRoutings that are in the backlog versus the ones that are being routed to agents? – hli1022 Aug 1 '19 at 21:31
  • isPushed=false and IsReadyforRouting=true? – Pranay Jaiswal Aug 1 '19 at 21:34
  • Just tried it. The values are the same for PendingServiceRouting that is routed to agents and ones in the backlog – hli1022 Aug 1 '19 at 22:11

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.