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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Messaging Session object is not visible in Service Channel [Omni-Channel]
I am configuring Omni-Channel for messages (Whatsapp), I have connected my meta Account and whatsapp is connected and active, means if I send a message on the linked number, a messaging session record ...
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Unable to deploy experience cloud bundle with omniscript language settings
I get the following error when trying to deploy an experience cloud bundle via the metadata api to an org that has omnichannel components.
We couldn't validate componentAttributes in .../views/theView....
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32
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Omni Channel Flow Error: The queue isn’t valid for this object type
My flow is using an action called "Check Availability for Routing" to retrieve information about 3 queues like this:
I configured each of the action elements selecting the Queue, and then ...
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12
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Measure the amount of time an agent has their omni empty. How long is someone waiting for work?
We currently measure the productivity with the average handle time of a case to the amount of active time (irrelevant to whether there is a que of cases or not) This means that if thw agent does not ...
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24
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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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104
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Is there a way to automatically make "Available" in Omni Channel when the user (agent) signs into Salesforce?
Ironically, Salesforce asks if you want to log into Omni-Channel when I log into my app. However, when I click the Utility Bar, it still shows offline and sometimes says "Log in to Omni Channel ...
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81
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What does Omni Channel do with work items when all agents are offline?
This seems like a very basic question but I cannot find a direct answer anywhere. Omni channel will route new work items (cases, calls, chats, etc) to agents that are online. But what happens to the ...
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44
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Can secondary routing priority model and status based capacity model work at the same time for Case routing via Omnichannel?
So currently I have setup a Queue based routing of Email-to-Case along with using Omnichannel feature. Agents(Queue members) are automatically assigned the case. Each agent is assigned 1 Case at a ...
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87
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Set Routing Type Queue on Enhanced Eintein Bot
I'm trying to set routing type to an queue on Eintein bot, but it is not even leting me select the route type "queue". I don't know if this have anything to do, but I'm using the enhanced ...
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45
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UserServicePresence Object : Not able to access UserId field in formula?
REQUIREMENTS :
I need to create a field on UserServicePresence object, to check if the current user is the user referenced in UserServicePresence records.
I need this field to be used in reports, to ...
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67
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OMNI-CHANNEL Queue-Based Routing using APEX
I have developed an Apex class with the intention of transferring customer live chat transcripts to a live agent during chat sessions. However, during the implementation process, I have encountered ...
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49
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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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82
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Prepopulate hidden fields on Offline Support form on Live Chat
Hello I'm developing a Live Chat using the Service Setup "Chat with Customers" wizard.
I'm using extraPrechatInfo to hardcode the country of the page I'm embedding the chat button into so ...
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92
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Omnichannel - prevent work to be routed back to queue when there is only one agent online
We have a 30 second push timeout implemented for the omnichannel so that the work would go round robin, the problem is when there is only one agent online and the 30 second is over the work is routed ...
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26
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Enable Auto-acceptance to Cases but not for Chats in Omnichannel
We are trying to enable auto-acceptance of workitems to a group of service resources, but with the restriction that Chat cases should not be auto-accepted.
Current implementation :
Auto-Acceptance of ...
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115
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Test class for Agent Work not working
I have an apex class where I am trying to query for the Agent work to calculate the agents available Capacity. The Apex Class is like below
public class GetAgentOmniCurrentCapacity {
@...
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102
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How to get the remaining available capacity of an agent in Omni
How to determine the remaining available Agent Capacity in Oni Channel via Apex Class. I have an agent who is assigned with the Presence Configuration where he can handle Maximum Capacity of 3, and he ...
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Can an Omni Channel agent login and accept cases from the mobile app?
I have a requirement for a skills-based routing App to exist entirely in a Mobile Experience. Since the Utility Bar works in Desktop only is there a way for a live agent to login and chat with a ...
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41
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Promises in Unrender function in Aura Component doesn't resolve
I need to use the OmniToolkitAPI to change statuses in Salesforce.
To do so, only Aura component can change omnichannel status (I think)
I am using Service Console in my Salesforce.
I implemented this ...
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401
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Can't Save Omni-Channel flow due to conflicting errors. An error is thrown if recordId is included, and if it is not included
I'm trying to update a case record coming in from email-to-case via an omni-channel flow. This is so I can set fields on the case, dependant on what email was used to generate the case (as there are ...
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42
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Let omnichannel users select the queue to pull cases from
We have agents that one day work on items on one Queue and other days on another queue.
One might argue that skills-based routing might be better but overall all the other teams use Queue based ...
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306
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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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264
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Prioritize Chats over "Assigned", but not "Opened" Cases in Omni-Channel
I am using Salesforce Omni-channel. I am using it for Cases and Chat. When I set my status to "Available - Chat", the expectation is that I can receive Cases and Chats. Right now, as soon as ...
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62
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How to use omnichannel to route cases from existing queue
I've a queue in my org which has a bunch of cases. I'd like to distribute the cases automatically to the members using omnichannel. Is that possible or do I need to use a new queue?
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48
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Any way to stop a converted lead from appearing in an omni-channel?
Currently when a lead is converted without being accepted on omni-channel the PendingServiceRouting record remains, and the agent can still accept the lead but instead of being redirected to it, it ...
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221
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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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592
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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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170
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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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137
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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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724
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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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122
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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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237
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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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741
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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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70
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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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46
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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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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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737
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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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250
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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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281
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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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209
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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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141
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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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381
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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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466
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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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1k
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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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289
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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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288
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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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507
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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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117
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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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937
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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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171
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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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