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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.

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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'
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  • 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

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