Questions tagged [agentwork]

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How to reference fields from work item in Agent Work report

We are using Omni-Channel to route a custom object "Application" to users for review and we are using the "Agent Work" report type to track the work. There is a "Work Item: ...
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Omnichannel leaving behind AgentWork when Skill changes

My agents recieve cases via Omnichannel using Apex to apply the correct skill for the case (The criteria is very complex). They triage the cases using the following steps: Region of case may change ...
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Make a user report that counts all the cases that have been worked on

I'm working for a customer service entity, which we require to have a report that shows how many cases an agent have "done" in a day or a specific hour. The problem I'm having is that it ...
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613 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 ...
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200 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 ...
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How to avoid routed case for specific user in salesforce?

I have requirement to routed case. Which is working fine. I have setup skill based routing case. I have assigned skill to relevant user so, they can pick the case from the routing channel to work on ...
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623 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 ...
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151 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 ...
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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 ...
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