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Questions tagged [agentwork]

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OmniFlow - Preferred Agent - Fallback queue

In our environment we have a combination of skills based and queue based routing, we are now introducing Preferred agent to work in conjuction with the queue based routing. However, we have an issue ...
OCDan's user avatar
  • 111
0 votes
1 answer
277 views

Test class for Agent Work not working

I have an apex class where I am trying to query for the Agent work to calculate the agents available Capacity. The Apex Class is like below public class GetAgentOmniCurrentCapacity { @...
user4912134's user avatar
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1 answer
1k views

Some profile users not able to see all queues in Omni supervisor tab

Some profile users cannot see all the queues in omni supervisor tab Agent Summary dropdown menu. But some profile users can see. So I understand here the issue is with profile settings. But I am not ...
sThirumagal93's user avatar
2 votes
1 answer
809 views

How to close an work item in Omni Channel with automation?

I am setting up Omni-Channel and I have two picklist fields "Status" and "Department" in a custom object where when certain values are selected it should remove the work item from ...
Ethan's user avatar
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1 answer
3k views

Manually assign cases - omni channel supervisor not updated

I am having a challenge with a recent requirement from my support team. We implemented OmniChannel and AgentWork is being routed through Queues. Their new requirement is this: When a Case is manually ...
Danielle de Ruwe's user avatar
2 votes
2 answers
984 views

SOQL WHERE Clause Filtering on Polymorphic Relationships Bug for Cases (or other objects)

According to the documentation, you should be able to run a SOQL query where you filter on the type for a Polymorphic relationship. And this works in most cases. However, there's a conflict when the ...
OneCleverMonkey's user avatar
0 votes
1 answer
3k views

OmniChannel: Add to Agents Work When Manually Assigned a Case

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 ...
Mayday's user avatar
  • 65
1 vote
1 answer
585 views

Sum of total AgentWork Capacity differs from WorkLoad shown in Omni Supervisor

Omni-channel Supervisor shows a number in "Workload" column that differs from the total AgentWork Capacity for the same user. How is this Workload filed calculated? I guess it must consider ...
Fon's user avatar
  • 11
0 votes
1 answer
370 views

Insert AgentWork records on test context

I am currently trying to build a schedulable class that will perform several operations based on a scope of AgentWork records. However, on the creation of AgentWork records for the test class, I am ...
user1067017's user avatar
  • 1,017