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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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15 views

Omni Channel Skilled based routing

I have implemented the functionality defined here: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5 By default my service channel is LiveAgent. So, I ...
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1answer
26 views

How to get omniToolkitAPI javascript object

All examples in the documentation I have found for getting the omniToolkitAPI object in lightning show this being done via a lightning component, using a <lightning:omniToolkitAPI ...> aura tag ...
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0answers
17 views

How to change UserServicePresence in Salesforce and How to get the list of Status shared to a profile?

I have a requirement to create a Global Quick Action that would display all the "Service Presence Status" available to a Live Agent and Change the status when he selects any of the status available. ...
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19 views

Service Cloud snap-in chat button not routing to a queue

I am using a snap-in with a chat button. The chat button is configured to route to a queue name "chats". I am able to get chat working from our website and cases are getting created in Service Cloud ...
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0answers
12 views

onAgentSend() Live Agent function not working in Omni-channel?

We have Live Agent integrated in org and now we want to enable Omni-channel. Live Agent has onAgentSend() method which intercepts the message and occurs before it is sent to the chat visitor. This ...
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0answers
23 views

Omni Channel Presence Status Change

I have a requirement where I need to change the status of the agent automatically when he accepts the work item in omni channel. As far as I understand we cannot do it in a standard way and we need ...
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1answer
24 views

Omni Channel Tab Focus

We have implemented Omni Channel with auto accept on cases and its working. The issue is that when you are working on a case in the console and omni channel pops a case then the browser focus is ...
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1answer
33 views

Agentwork trigger - declined reason field is not writable need help to write test data

I have after update trigger on Agent work and that fires when agent is declines the case in the omni channel by choosing the declining reason = 'Closed'. I have done development and everything is ...
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2answers
33 views

Live Agent: Best Ways to Route by Account?

I am trying to route chats in Live Agent by the account owner or account owner team. For ex., if an authenticated user chats in from customers website, I want that chat to route directly to the ...
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0answers
28 views

How to capture a pending chat as a case in Omni-channel?

We're getting into a couple of different scenario which were addressed with the offline chat form in Live-agent, and we have no similar solution in Omni-channel. 1. How do we capture chat as a new ...
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1answer
34 views

Omni Channel - Set different capacity per user

I would like to assign cases to agents via Omni Channel, but I've seen capacity is set at Presence Configuration, and it's classified by profile, or user by user. Isn't there any way to do it by ...
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0answers
29 views

OmniChannel: If agent with assigned case logs out, push the case back to the queue?

Based on the OmniChannel documentation it says that the case will remain assigned to the agent, but we need the case to be pushed back to the queue if the Agent that is working on the case, logs out (...
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27 views

OmniChannel: Routing through queues when there are no available agents?

Going through OmniChannel documentation: https://help.salesforce.com/articleView?id=omnichannel_routing.htm There is no information about how to manage the situation when there are cases assigned to ...
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0answers
31 views

Live Agent/Omni Channel Status Online automatically in Lightning Console

Team, I have a requirement to make Live Agent's status online automatically the moment agent opens Lightning console. I have configured Live Agent and Omni Channel. Do you know if there is any option/...
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1answer
190 views

chatbot transfer to live agent is showing me no agents are available

I've created a basic chat bot in salesforce and have a transfer to Agent option in it. Here my bot is working fine for all the conversation. but when I click on Transfer to Agent it gives me a message ...
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0answers
234 views

Snap-ins Pre-Chat - Case is not created when no “Subject” is given

I use Snap-Ins chat with a Pre-Chat form to connect an external site with Salesforce Service Console which uses Omni-Channel chat. From the user side: I fill the prechat form only with first and ...
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1answer
123 views

Einstein Bot not working with Omni-Channel Routing

I have successfully implemented Einstein bot with Skill based Routing. But when I change the routing to Omni-Channel I am not getting connected to the Bot. I use snap-ins and fill my Pre-chat page it ...
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0answers
73 views

Cancel Live Agent chats going to a particular queue

In our org, we have live chats going to specific queues based on certain criteria. If a chat doesn't meet any criteria, it's currently getting assigned to a queue that no agents will be picking chats ...
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1answer
54 views

Exception during handling of messages Unrecognized advice action handshake

I am getting following error message while using cometd library "Exception during handling of messages Unrecognized advice action handshake". The thing which I want to achieve is listening of platform ...
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2answers
374 views

Does the Prechat API work with Omni Channel and Lightning?

We are trying to migrate from Classic to Lightning for supporting chats. We changed routing to Omni Channel, and chats come in, but it doesn't seem to be creating and popping a case. It is working in ...
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0answers
58 views

Live Agent Preview of Chat before Agent Accepts the chat in Omni Channel Lightning

I know that in Salesforce Classic when an agent gets a new live agent request, they can hover over the request to see a preview before the agent accepts the request. I was wondering if I can do this ...
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0answers
26 views

How to enable omnichannel through API

I'm trying to create a custom widget for the omni channel functionalities. I would like to remove the omni channel widget in the footer but still have it enabled through my custom widget. Kindly help ...
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0answers
122 views

How to prevent Live Agent (OmniChannel) from automatically opening sub-tabs for lightning applications?

I have created a lightning app trying to accept a chat request from omni-channel and doing so automatically opens sub-tabs to the chat transcript in service console for account, and case. How can I ...
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1answer
534 views

Setting OMNI-Channel presence status using APEX

Requirement: We need to force all agents who login into Service console to go online on OMNI Channel. Question: I know we can write a trigger on UserServicePresence object. But how do i cause the ...
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0answers
22 views

Error inserting New SkillRequirement from Apex/Process Builder

I am unable to successfully invoke my Apex Class to perform SkillsBasedRouting. I've followed the directions from salesforce without changing virtually anything (just the language). I can invoke ...
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0answers
83 views

Embedding chat on other sites, $A.util methods are undefined

I am trying to embed Live Agent chat on one of the intranet websites in our organization. I am getting the following error when I click on "Click to Chat". SCRIPT5007: Unable to get property 'isEmpty'...
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0answers
201 views

Omni Channel Skills Based Routing Not Happening?

Omni Channel Skills Based Routing (Beta) is not working as Expected. Routing is not happening. I have created below settings for the same: PendingServiceRouting ServiceResources SkillRequirement ...
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1answer
192 views

Is Live Agent possible with Leads and the Sales Console?

We are planning to use Live Agent, but have a scenario where Sales is intending to use Live Agent with Leads and where Service is using Live Agent with Cases. Is that possible? Would that involve ...
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0answers
159 views

Live Agent javascript api not working with omni channel routing

We have a LiveAgent integration and were using the event function 'sforce.console.chat.onChatStarted' to get details about the chat that agent had accepted and 'sforce.console.chat.onNewMessage' ...
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0answers
76 views

Passing parameters to Live Agent Transcript created through Omni Channels, when opened in Lightning Service Console

I am trying to pass a ChatKey parameter to the Live Agent Chat Transcript, created using Omni Channel Routing. Previously when i used 'sforce.console.chat.getDetailsByChatKey()' in a vf page and added ...
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0answers
33 views

PresenceUserConfigUser & LiveChatUserConfigUser via SOAP API

I have a requirement to create a Visual Force Page to allow the modification of User Presence Config and Live Agent Config assignment to a small subset of "supervisors". I have created this page and ...
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1answer
499 views

Live Agent not working in Lightning console app

Live agent works fine with Omni in classic and not in lightning, and per Salesforce Documentation this is what I need to do: "If you want to use Live Agent and Omni-Channel in Lightning Experience, ...
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0answers
79 views

Where is Omni Channel Presence Status busy stored in schema

Anyone know where the "busy" flag that is checked when creating a new Omni-Channel presence status is stored? There is no field in ServicePresenceStatus. There is an IsAway flag in UserServicePresence ...
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1answer
763 views

Unable to fetch queues in Live agent button + omni channel

I am creating a chat button with routing type ="Omni" but unable to get the queues in lookup input field. I have multiple queues in my Org. am I missing any permission that needs to done to fetch ...
1
vote
1answer
121 views

Is there a way to access Omni-Channel Methods for Lightning Console without creating a Lightning component

I was looking through Salesforce Console Developer Guide for Methods for Omni-Channel in Lightning Experience. Does anyone know of a way of access these methods without creating aura components?
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1answer
1k views

Omnichannel routing - not working as expected

We are experimenting with omni-channel in a sandbox and have the following set-up: A service Channel which is set to only include Cases A single routing configuration which has priority 1 and a ...
1
vote
1answer
106 views

Omnichannel routing by number of open cases

We just recently implemented Service Cloud and omnichannel routing into the instance we've been using for our support desk. We have been using salesforce for about 3 years but had very little ...
2
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0answers
127 views

Is there any special restriction on using OriginalQueueId field in AgentWork trigger?

We have written a before/after update trigger on AgentWork object to get information about the Owner Change from Queue to User on Case record acceptance from Omni Channel. To get this From and To ...
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0answers
229 views

Routing Chat with Omni Channel

We use omni channel to route the chats and we create case for each chat session in the pre-chat page . When the chat is routed to agent , to the right of chat transcript layout we see a column with ...
1
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2answers
489 views

Omni Channel Routing Model - Least Active Explanation

I was going through the Salesforce help article (https://help.salesforce.com/articleView?id=service_presence_routing_options.htm&language=en_US&type=0) to understand Omni Channel Routing Model ...
1
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1answer
36 views

How to get the date the case was viewed

Is there a way to get the date viewed of the case just like the lead's standard facility of read and unread. I am using omni channel but cases can also be manually picked from the queue.
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1answer
101 views

How do i show pushtime out on omni channel widget

My routing configuration has a push time out of 60 seconds.I want to achieve the below things i want to show a timer that runs down from 60 seconds to 0 in the omni channel widget just to indicate my ...
1
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1answer
345 views

Issue in console event listener

I have recently enabled omnichannel in our org. I need to perform some action when an agent accepts a post from the omnichannel widget in the console. To do this I added a hidden custom console ...
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vote
1answer
267 views

Customise Omnichannel widget

We have setup Omni-Channel for social post and we have added the omni-channel widget in the console. We would like to add a custom button within the widget to do some action and also show the post ...
2
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2answers
532 views

Include Omnichannel Routing Configurations in Change Set?

I am trying to build a change-set to move from a Developer environment to a QA environment. The problem I am seeing is that there does not seem to be any way to include the Routing Configurations in a ...
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3answers
1k views

Omnichannel Skill based routing

I would like to implement skill based routing in Salesforce omnichannel. There is only 1 Queue where cases are assigned. From the queue the router should assign the tickets to the agents based on ...
1
vote
2answers
556 views

Omni Channel Accept Event

Is there a way where I can do a few actions when an Agent accepts a case via 'Omni-Channel'. For example I want to update the status of the case automatically to 'In Progress'. I want to insert the ...
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1answer
462 views

Omni-channel is enabled but not shown in “Choose Console Components”

I'm facing a strange issue. I'm trying to enable sales console in my partial sandbox org. I did read and walk through salesforce guides did enable omnichannel in omni-channel settings: But when I go ...
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1answer
559 views

Omni-Channel Beta: Pop Case using Pre-Chat form

Currently we have a Pre-Chat form that was working with just live agent but is not longer working when we enable omni-channel. The Pre-Chat form lookup up an Account, Product, and then associated the ...
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1answer
109 views

Can't select fields from AgentWork using APEX code in managed package

I am trying to run APEX code from managed package to retrieve fields from AgentWork table. My statement is SELECT ActiveTime FROM AgentWork WHERE id = '0BzB000000098N4' I get back the following ...