Questions tagged [omnichannel]
Omni-Channel is the Service Cloud’s comprehensive customer service solution that pushes work to agents in real time, right from the Salesforce console
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How to release Agent capacity for real-time Work Item w/o the agent having to close the tab
E.g., release the capacity on the Chat end while the tab stays active?
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The referenced fallback queue must be an Omni-Channel queue Error
Can anyone tell what is the meaning of this error?
"The referenced fallback queue must be an Omni-Channel queue This Route Work invocable action did not create a valid Pending Service Routing.&...
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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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How to access all Screen flow variables in Omni-channel flow?
I am building an omni-channel flow that calls a screen-pop that I created. My screen-pop is meant to collect a bunch of custom variables that I will then use to auto-create a task in the omnichannel ...
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After the messaging session is routed to an agent, the status remains as "Waiting"
I created a queue for routing the messaging sessions, but when the session is directed to an agent the status remains as "Waiting" making it impossible for the agent to view and interact ...
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How can we change the details which are shown when mouseover on incoming chat request?
In Omni-Channel, we want to change the details for the incoming chat request. We want to show the Contact details, Location, etc. instead of what is shown right now.
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22
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How to Access einstein bot variables in lwc
How to access einstein bot variables in lwc component and update the bot variables value from lwc
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32
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Average speed to answer for an agent in Omni Channel
I am new to Omni channel and looking some insights on computing how soon will agent be available to assist the case. Currently I am compute their available capacity like below
List<Integer> ...
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How to display chatbot content based on the page language
I want to display chatbot dialogs and messages based on the page language. On community if i am selecting a spanish language then in the browser url we are setting language parameter as language = ...
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37
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How to get the logged in user id in einstein chatbot without using prechat form
Einstein chatbot runs in Automated process context. I am not using prechat form in einstein chatbit as per requirement but i want to get logged in user id once chatbot start. Basically i want to check ...
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73
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Route Work action on the Omni Flow is throwing the error
I am trying to explore the Route Work action on the OmniFlow, the omniflow is triggered from an record triggered flow like below
It checks if the agent available using the Check Availability for ...
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What does it mean when the Chat Transcript field of Browser has a value of "Unknown null"?
We use Embedded Service Chat on a Digital Experience/Community. Ever since the most recent release, I've noticed that a small subset of my Chat Transcripts records are having a little trouble. One ...
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How to display a modal popup box inside chatbot screen on click of link
I want to display a modal popup box inside chatbot screen on click of link. Please provide me suggestion or code
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83
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Find the agents available capacity in Omni Flow
Is there a way to find the Agents current capacity before assigning a case to them. I tried using the Check Availability for Routing action in the OmniFlow
It returns the following values
But I am ...
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How to create custom chatbot button in salesforce
I want to create chatbot button as shown in picture 2. Picture 1 is having existing salesforce chat button.What are the ways i can create this chatbot button in salesforce or is there is any way to ...
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OmniFlow to route cases to directly to agent
I am currently exploring how the OmniFlow works to route the cases directly to the agent instead of the record triggered flow. I created the Omni Flow and assigned it on the Email to Case Routing ...
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SecondaryRoutingPriority On PendingServiceRouting Inconsistently Populated
Issue Summary
The SecondaryRoutingPriority is not populated on the most recent PendingServiceRouting (PSR) record when the value is set through an apex action called from an omni-channel flow. Queue-...
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Upload data in omnichannel inventory by using headless commerce Upload API
I am trying to upload data into omnichannel inventory in OMS and configured with SFCC as well. Using headless commerce 'Upload API (/commerce/oci/availability-records/uploads)' sometime data uploaded ...
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How can I use omni-channel to route to an agent based on priority?
I have emails or chats that I want to go to two people, but IF they have no capacity, THEN I want the email or chat to be routed to 5 other people.
In Service Cloud Voice, I can do this for phone ...
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43
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Launching to a different orgs omniscript using a button link in another org
I have 2 sfdc orgs , Org1 and org2 and org1 has a Text (Data type field),
I need to create a button in org2 , and button should re direct to org1 (so re direct to org1 , i have pasted the org1 link in ...
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Omni Channel Skills-Based Routing: Switch or Replace Skill After Some Time
We are using Omni Channel Skills-Based Routing for Cases.
Each Case comes in with 2 skills: a specific Skill (for a specialist on a Team) and a more-generic Skill (for a generalist on that same Team).
...
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184
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Omni-Channel and routing objects based on record field values
I'm wondering whether Salesforce supports this at all in Omni-Channel. The use case is for teams of agents to segment their teams into groups that either accept new cases/chats, or just existing cases ...
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66
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omni channel not routing to specified queue but when test in debug it does
I have set up an omni channel to route to a specific queue based on the email address the case is coming from. This works sometimes. I have a couple of instances where it went to the general (...
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report on live agents salesfoce
I'd like to create a report on agent login, logout time, login duration, break time, status, average handling time, average speed of answer, total number of calls, email, cases, etc in the salesforce ...
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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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43
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Custom labels in calculation matrix
I am trying to find a way to use a custom label in a calculation matrix in output column. I am calling that matrix from omnistudio's Integration Procedure and passing the input. I am getting the ...
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202
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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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Omni-Channel is reassigning custom object records which were already assigned to an agent and accepted
I have 2 queues for Custom object configured into OmniChannel via Queue Based Routing
The behaviour I espect: When a user, logged into Omnichannel, record is automatically accepted, this record is ...
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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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70
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Trouble accessing related records to Chat Transcript in Omni Flow
I am unable to access the related records of a Chat Transcript within my Omni Flow. My Flow successfully routes cases with Skills defined by Pre-Chat Form data. The problem I'm having is that I'm ...
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224
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OmniChanelFlow with Einstein Bot - transfert to queue
I am having trouble to use the Omnichannel flow with my einstein chat bot.
In My Einstein bot:
I added an action connected to a flow. This flow define based on specific parameter to which Queue I ...
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Can we use omni-channel chat in customer community?
I am new to the salesforce community. I have created two communities, one for students and the other for teachers. students can ask the question which basically create the cases in salesforce and ...
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176
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window.embedded_svc.liveAgentAPI chat window clears/closed when page is refreshed
I am implementing a snippet code for our company's salesforce chat.
when starting a chat with an agent, refreshing the page closes the chat window.
Is there a way to make the conversation persist when ...
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could we add a formula field in omni channel or could we add a custom field which is a datetime field in omnichannel
Requirement in an omni-channel queue. A field on Case object is present which is priority whose default value is set to 'medium'. Cases comes in omni-channel.
Need to change the value of priority to '...
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1. could we add a formula field in omni channel 2. could we add a custom field which is a datetime field in omnichannel
There is a requirement in an omni-channel queue. There is a field on Case object which is priority whose default value is set to 'medium'. Cases comes in omni-channel.
We need to change the value of ...
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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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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 ...
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157
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send message to facebook user from Messaging session after it is marked as ended?
using Omnichannel and messaging sessions, we can receive messages from Facebook users and respond to them all within salesforce
however, if the Facebook user (customer) logs off, the messaging session ...
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99
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How to recieve and edit values in extended OmniScript omniscript element
I am trying to extend an OmniScript element, specifically the modal element, and I'm having difficulty trying to read and edit the data in the modal.
I've successfully extended the element and can ...
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103
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Omni channel chat queue routing
I'm looking for some advice regarding the setup of Omni-Channel Queue Routing
Is there a way to configure the routing of chats to agents so that
All agents are notified of all incoming requests at the ...
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148
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Error when updating user service presence status with lightning:omniToolkitAPI
I am facing an issue with omnichannel status changing in aura component with lightning:omniToolkitAPI . When calling the method I make the console.log to check if Id is presented and it is there right ...
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251
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Is there any way to handle the omni channel Limits?
So I created a flow where a record will be assign to a queue depending on the status of the case priority (High, Medium, Low). This queue uses an omni channel. The problem is, omni channel has limits ...
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how to end a chat from an einstein bot when all agents leave?
I have a whatsapp bot where, depending on customer demand, it sends the customer to an omni channel queue to talk to an agent. let's assume that at the moment he is waiting in the queue, he has agents ...
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92
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How Apex Clone Works
I tried cloning a PendingServiceRouting object within the apex class. But few attributes are missing in the cloned object(Id, CreatedDate). Can someone explain what is happening here? How can we copy ...
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99
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Supervisor Configurations is not showing list of Custom Action
As per the document from Salesforce once you create a screen flow it will show under Supervisor Configurations as Custom Action but it is not showing in my case any idea ?
Screen flow is created and ...
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148
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In service cloud how to get the chat window data in omnichannel flow
How to get the chat window data in omnichannel flow. In my chat window user-given input, I want to get the chatbot first-Name and Subject on the omnichannel flow.
https://drive.google.com/file/d/...
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46
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Omnichannel for leads - Skills-Based Routing Rules
I have a problem, in my company we are trying to set up the omnichannel for leads to route the new leads to the sales agents in function of certain fields.
We have configured:
The omnichannel
The ...
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444
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'Disconnected from Omni-Channel. Log in again to receive work' happening to one user only
I recently implemented Embedded web chat on our website. We have three Chat license users who were able to use Omni Channel successfully for the last week. Starting on Sunday, one user is receiving ...
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60
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Omni-Channel liveagent Chats to route only 3 times to agents then timeout and exit after 3 routing attempts
Omni-Channel liveagent Chats to route only 3 times to agents then timeout and exit after 3 routing attempts.
Currently have it set but it endlessly routes to the next agent continuously.
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Can the Omni-Channel Utility Item be deployed as part of a Custom App
I included the Omni-Channel Utility Item as part of my custom app in my scratch org, but don't see it in my app-meta.xml file when retrieving it using sfdx cli. I want to include this utility item in ...
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