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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12 views

OmniChannel Chat status remains Available even if the capacity goes to 100%

We have an omnichannel setup for Chat - we have done all the presence configuration ...., but the issue that we are having is with the Status of the agent - it always shows as available even if the ...
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1answer
17 views

Omni Channel Supervisor not showing assigned queues for an agent

We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week. But today when we tested- if we add an agent to a queue directly to the queue OR add to a ...
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18 views

CloseAgentWork for Lightning Experience

I'm trying to remove the workItem from my Omnichannel whenever an End User or an Agent End the chat. For this, I'm writing this Lightning Component. If I have 3 workItems and the 2nd Agent end the ...
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1answer
14 views

Summation of OMNI work items and Non OMNI work items (Open tabs)

Hello Salesforce Experts, I have requirement that, We need the Count of Tabs(Service Requests) were opened, When the Salesforce Omnichannel assigned service requests and not assigned by Omnichannel. ...
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2answers
31 views

Omni channel for sales cloud

I have tried the omni channel for chatting on the service cloud. Can we use the omni channel for chatting on the Sales cloud? If yes, then how to configure it? Also, what is the cost for using the ...
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1answer
38 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
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1answer
39 views

Is there are any ways an agent can see the number of pending chat requests on omni channel? [duplicate]

I am facing a scenario where an agent can see 4 cases in the omni channel. The agent can not see if there are any pending cases in the queue unless the agent closes one case down from four. Simply, i ...
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1answer
33 views

Can Omni-Channel be used with Sales Cloud using Service Cloud feature license?

Being on Sales Cloud only, can we make use of Omni-Channel for Lead Assignment using Service Cloud feature license? Thanks
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1answer
35 views

AgentWork Trigger After Update is not cover using test class

I am writing a trigger On AgentWork with helper class. I have to write a trigger helper test class to cover helper class. Helper class successfully cover but trigger not cover for the helper test ...
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1answer
34 views

How to get current logged in user's omni -channel assigned work queue in lightning experience or apex or in VisualForce Page

I want to fetch assigned cases or leads to a logged user in user in Omni-Channel, by using Lightning component or apex or visual force pages. I tried many methods but I am not getting a response in ...
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1answer
36 views

Can we update the status of Omni-Channel (Like available, Busy, Offline) through REST API call?

I have a requirement to update the Omni-Channel status from third party application. Like through third party, I can set the Omni-Channel status to Available, Busy or Offline. Can anyone help on the ...
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12 views

Report over PresenceServiceRouting

I have all the routing been done by routing skills, so the omni-supervisor have many many many information. Is it possible to create a report that shows all the information present in omni-supervisor ...
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42 views

How to navigate from a custom pre chat component to “start chat” in live agent

I have created a custom lightning component. This component has two more child components which render as per the user selection. One of my child components is for lead, which inserts lead records. ...
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27 views

Omni Channel:Can we route a case to all members of a queue

I am facing some difficulty to understand Omnichannel, In omnichannel can we route the case notification (work item) to all members of a queue at the same time.
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14 views

Customizing “New” Work card in Omnichannel

Can we customize the "new" work records in Omnichannel. For instance, can I show more fields other than the name in the image below?
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33 views

Translate Customer TimeOut Warning Message for LiveAgent

For the Live Agent if the Customer is idle for XX seconds it displays the warning message as "Chat session ended because the visitor timed out." But i want to translate this warning message in ...
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130 views

Omni-Channel Skills-Based Routing and the (completely undocumented) Summer '19 PendingServiceRouting.PreferredUserId Field

So, on a completely unrelated issue, I was checking the PendingServiceRouting field reference in the omni-channel developer guide, when I came across a field called PreferredUserId and I was like shut-...
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73 views

Getting Internal server issue in Console when performing search based on mail ID - Live agent

Under Live agent, getting Internal server issue when performing a search for Contact record based on mail ID field value from Pre-chat form. Below is the error: An internal server error has ...
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1answer
54 views

Skills Backlog Query

Is there a way to query for items in the Skills Backlog? This is the tab in Omni-supervisor that shows any work that haven't been accepted.
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22 views

LiveAgent + OmniChannel Chat Abandons and Case Creation

We're seeing some strange behavior when it comes to our LiveAgent case creation while using OmniChannel, specifically when a chat abandons before being routed to an agent. It seems like Salesforce ...
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1answer
120 views

Omnichannel Supervisor Dashboard: Change queue feature

As per the documentation (https://help.salesforce.com/articleView?id=omnichannel_supervisor_change_queues_skills.htm&type=5), Omnichannel Supervisor can change the Agent's queue using the "Change ...
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1answer
207 views

Omnichannel skill based routing, not assigning case to service agent

I followed all the steps mentioned here to setup skill based routing Enable Omni-Channel Enable Skills-Based Routing Enable skill-based routing in your org. Create Skills for Skills-Based Routing ...
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55 views

Customize chat Embedded Services (Snap-ins) look and feel of the button

I am implementing chat in my org I am trying to start the chat not from the standard button: I cannot find a way to do that, I have tried to use the lightningsnapin:minimizedAPI lightning ...
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1answer
26 views

Omni-Channel Lead Transfer Event

How can I capture the Omni-Channel 'Transfer' event? We need to do some custom post-processing or pre-processing when a Lead is transferred to another agent.
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14 views

How to display omnichannel queue number on visualforce page/monitor

Is there a way to display the #'s from the Omnichannel queue system(for Case) on the visualforce page that can then be displayed on monitor? Thanks
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32 views

Is there a way to send email alert when Omni-channel is set to offline automatically or by user in salesforce?

We have a requirement where we have to send email alert to current user when his/her omni-channel is set to offline. I don't see an option to achieve this using Process Builder. But would like to know ...
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1answer
216 views

Einstein Bot not able to transfer chat with omni routing skill based

I am trying to transfer chat to an agent but enable to do it, I have omnichannel routing.I did all the set up for omni-channel skill based routing.
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86 views

Omni Routing Configurations Overflow Assignee

we have configured Omni Routing Configurations in my Org. in Routing Configuration "Overflow Assignee" currently we are assigning to user called "John Test". lets say after few days "John Test" ...
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44 views

HOW TO change avatart IMAGE TO LIVe agent name

I have created a snapin and also have pre chat form set up. I am seeing a header with the agent initial after chat is accepted. The avatar as the initial is also along side the chat.However, i would ...
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93 views

Case subtab not displaying automatically when routing type is changed from most available to omni-channel queue in Live chat

We are using live chat feature and in chat buttons and invitations settings when the 'Routing type' field is set to 'omni-channel queues' I need a case to be created,associated to Live chat transcript ...
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95 views

Omni channel agent queue

I have implemented the following:o 2 Super Agents in queue. Each agent can take 2 chats and then 5 people can wait in line behind the 4 active chatters until the message displays that we’re offline. ...
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1answer
214 views

how to hide toast

We are using a backgroundutilityitem component, where we fire a toast event - https://developer.salesforce.com/docs/component-library/bundle/force:showToast/documentation I know it shows the toast, ...
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1answer
242 views

Show pop-up or toast or banner in Lightning Service cloud console

We are using omni channel. Goal is to enhance the experience of an incoming call. We want some sort of toast to appear inside console when an agent receives incoming call. So far this is what i have ...
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1answer
142 views

CaseId is not associated to LiveChatTranscript record as expected

I'm using the Live Agent Deployment API to trigger the live chat flow, before initialize the chat window we also run saveToTranscript to associate a Case to LiveChatTranscript by filling the case id, ...
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1answer
189 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
93 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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1answer
127 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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279 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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44 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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200 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
213 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
204 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
313 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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101 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
281 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
101 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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201 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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98 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
782 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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1answer
732 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 ...