I have off an on been working on implementing omni channel and at one point I thought I had it working in sandbox so I moved it over to production. It didn't work and I had to stop agents from using it but I must have not disabled (well I know I didn't....yikes) and now there are thousands of old closed cases that get routed. I would love to either be able to run a report on all queued up backlog and remove them from the backlog so only new cases are left or just clear everything and start fresh.

Anyway that I can do this? I have searched and searched and can't find anything


You can go to Setup > Omni-Channel > limits to see the Current Pending Service Routings. To see the queues that have the pending items for routing, you can query "PendingServiceRouting" object using the Workbench and get the Group IDs.

If the number of queues is less, you can go to each queue using Setup > Queues, edit the queue, remove the routing configuration and save. This removes all the pending items from Omni-Channel queuing for this queue. Again edit the queue and add the routing configuration to add it back to Omni-Channel.

If the number of queues is large, consider using dataloader to remove the routing configuration.

  • Or change the owner of such records to something else, a person or queue which does not have routing configuration. – Pranay Jaiswal Feb 22 '20 at 16:54

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