I am having a challenge with a recent requirement from my support team. We implemented OmniChannel and AgentWork is being routed through a mix of Skills and Queues.
Their new requirement is this: When a Case is manually assigned to an agent through the change owner modal window in the Salesforce UI, the Case should show up in the "My work" tab of OmniChannel and be counted as part of their current capacity.
I am trying to assign an AgentWork item to the User using this object but it is never recognized in the "My work" tab. I have built a Flow to go look for the AgentWork object assigned to the Case and to populate the PreferredUserId = OwnerId and ShouldSkipCapacityCheck = true as well as the AcceptDateTime = Now() and the various other fields.
Has anyone else been successful in this kind of requirement?
The Support Management gave me this as the business case: OmniChannel seems disconnected from getting capacity-based work through the Salesforce UI when work is manually routed to an Agent. We would like the calculated work to be based on both the work they accept in OmniChannel as well as the Cases that are manually assigned to them from a manager.