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Can I take the Omni-Channel current Status from a User to use on Another object?

Is there a way to reach the current Omni-Channel Status from Users so I can use in another object? Thanks in advance, Best regards, André Rödel.
André Rödel's user avatar
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0 answers
38 views

How to calculate primary and interruptible capacity of an agent in Omni

How can I retrieve or calculate the primary and interruptible capacity percentages of an agent in Omni:
Tuấn Trần quốc's user avatar
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1 answer
196 views

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.
Avijit Das's user avatar
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1 answer
208 views

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 ...
Travis's user avatar
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0 answers
693 views

'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 ...
Brendan O'Grady's user avatar
2 votes
1 answer
285 views

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 ...
SBB's user avatar
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1 answer
796 views

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 ...
sThirumagal93's user avatar
0 votes
1 answer
2k 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
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1 answer
955 views

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 ...
OCDan's user avatar
  • 111
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1 answer
413 views

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' ...
Antonio De Palma's user avatar
-1 votes
1 answer
2k views

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....
Paweł Olchawa's user avatar
1 vote
1 answer
499 views

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 ...
Ramio's user avatar
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0 votes
1 answer
1k views

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
sThirumagal93's user avatar
0 votes
2 answers
3k views

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 ...
Vikas Rahar's user avatar
1 vote
1 answer
3k views

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 ...
Wasim Shaikh's user avatar