Questions tagged [omni-supervisor]
The omni-supervisor tag has no usage guidance.
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Omni Supervisor Tab - Under Agent Tab can we remove "change Status" Link
Can we deactivate or Remove the "Change status" Link anyway ? If not, Do anything have been documented anywhere in salesforce. Please share.
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Ignore Status for Queue Routing
I am trying to set up a queue that ignores status, or allows a way to prevent users from being marked 'offline' automatically. Is there a way to do this? So far everything I've read includes using ...
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Is it possible for a supervisor to transfer a chat from one agent to a different one using Omni-Channel?
The use case is, there are two users logged in, Jane and Joe. Joe steps away from his desk and forgets to log out of chat. Omni-Channel routes the chat to Joe and it is auto accepted. Is it possible ...
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'Assign Agents' action in Omni Supervisor isn't showing agents
I'm running into an issue with Omni-Channel supervisor settings. I'm trying to set what agents are to be shown when moving assigning them to queues within Omni Supervisor. I created a public group ...
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OmniChannel Supervisor queue assigment Problem
How to resolved this error
Error is coming when i am assigning more then 30 queue to the supervisor in salesforce
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167
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Omni Routing Queue Threshold Alert
We use Omni Routing for our live chat and one of the features in there is the Omni Supervisor which shows some metrics on queues such as wait times.
There is a request where leadership in the call ...
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502
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Why Omnis supervisor Queue Backlog shows cases that are assigned to users from queue
Our omni supervisor queue backlog shows cases that are assigned to user from queue.
It supposed to show only the cases owned by queue, not cases owned by users.
In the above picture TCAP Escalation ...
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931
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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 ...
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556
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OmniSupervisor Skills Backlog Summary - Not show all Pending Routings
We are setting up Omni channel using Skill based routing via an Omni Flow, and have multiple skills configured.
However, only some of these are showing on the Omni Supervisor 'Skills Backlog'.
2 ...
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303
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Enable certain users to be able to change the queues they are assigned to in Omni Supervisor
From the documentation, Manage Users, Customize Application and Manage Public List Views are required for this (if changing queues created by other users).
Is there a neater, more 'least privilege' ...
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2k
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Omni-Channel Offline Agents not visible when supervisor configuration is set
As per documentation to see offline agents in supervisor tab, Service Resource must be shared with the supervisor:
https://help.salesforce.com/s/articleView?id=sf....
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346
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Are we able show Violcity Component from Custom Lightning Web Component?
I have a requirement to show an already built OmniScript/FlexCards Component inside a Custom LWC, Custom LWC that has a few buttons, when we click on the button it will show Omni component on the same ...
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913
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Closed cases showing in omni supervisor tab
Closed cases are showing under an Omni Supervisor queue backlog.
Is this the default behavior? or can we do any customization?
Please help me.
Thank you
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2
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Is there a way where I make a Salesforce report on users/agents logged into Omni-Channel (WhatsApp)?
I am new to Omni-Channel. I am looking to create a report on the following fields for each agents to get logged in details for yesterday into Salesforce.
Name
Logged in time and date
Logged out time ...
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Omni-Channel : Taking ownership of cases manually doesn't remove the PSR record and get routed to other agent
We have set up Omni-channel with the status-based capacity model. In certain cases, the manager/supervisor needs to manually assign the case to the agent (ex. case sitting too long in the queue and ...
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