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

61 questions with no upvoted or accepted answers
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6
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0answers
157 views

Lack of CaseId on LiveChatTranscript

TL;DR: For some LiveChatTranscript records, CaseId is empty although standard Salesforce functionality is used and Case is created before Chat is ended. Although this problem was already mentioned ...
5
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1answer
2k views

How to test a trigger on AgentWork?

I've written the following trigger on AgentWork: trigger AgentWork_BIBUAIAU on AgentWork (before insert, before update, after insert, after update) { if(Trigger.isInsert) { if(Trigger.isBefore) ...
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0answers
639 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-...
3
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0answers
77 views

Integrate external routing for omni channel (connected app vs. API)

We are building a managed package ISV app for a customer that wants to route Service cloud Cases based on its own algorithm (their backend). I am quite new to Service Cloud and OmniChannel but found ...
2
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1answer
338 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 ...
2
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0answers
352 views

How to get users to log in and out of OmniChannel everyday?

We just recently implemented OmniChannel for our Service Cloud group and are having some adoption difficulties. Specifically with reminding users to log in and out of the tool when they start/end ...
1
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0answers
51 views

Unit tests for MessagingSessions in Service Cloud

I'm struggling with writing apex unit tests for my new Messaging Channel. I just configured Facebook Messenger as new messaging channel for existing OmniChannel. When someone is starting conversation ...
1
vote
1answer
659 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 ...
1
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1answer
350 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 ...
1
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0answers
182 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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0answers
203 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
265 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
152 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 ...
1
vote
1answer
225 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?
1
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2answers
349 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 ...
1
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0answers
385 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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1answer
575 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 ...
1
vote
1answer
317 views

How does Omni-channel feature manage agents that change roles over time to address demand?

The Omni-channel feature looks great initially, but am I correct in assuming it needs the agents to all have a very static, defined set of skills and queues to manage? For example, assume I have 20 ...
1
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0answers
90 views

How to use the console integration toolkit to determine if user is chat capable?

We have a custom button that uses the console integration toolkit's sforce.console.chat.getDetailsByPrimaryTabId method to determine if the button is being clicked in the context of a chat, or not. ...
1
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0answers
209 views

Omnichannel - Push Case on Reopen

I have been looking at Omnichannel and there is one thing I can't figure out - can it push a reopened Case back to the Case Owner/Agent? So for example the Agent gets the new Case pushed to them via ...
0
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1answer
30 views

Amazon CTI and Omnichannel not updating

Usually, if you update the omnichannel status to say 'Break' it will update the Phone status to 'Break' and vice versa but this no longer works and no changes have happened. Does anyone have any ideas?...
0
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0answers
23 views

Route omni channel based on case origin

I am trying to configure Omnichannel in my Salesforce org. I need route cases based on origin field (Email, Web, Phone) to agents based on their presence status (Available-Email, Available-Web, ...
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24 views

Omnichannel Lightning how to transfer chat to correct queue based on prechat form details

I have Embedded chat on page where User can have question about 2 different problem types.Since we can have only button we thought of asking user in prechat form for what problem type they need ...
0
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1answer
35 views

Skill Based Routing - Assign a skill to a Public Group/Queue

Just started working with Omnichannel's Skill-based routing - the business asks if it's possible to assign a skill to a set of users via public group or queue. Example: I've got users Bob, Jane, Jim. ...
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0answers
29 views

How to add custom object fields in a pre chat form

I have to display fields from a custom object in a Pre-chat form. The pre chat form currently allows the fields from standard objects (Case, Lead, Contact). If we design a VF page to display the ...
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43 views

How to send auto greeting custom message in salesforce live chat for omni channel

Below is my custom code for live chat which is working good but I need to implement an auto greeting message to the customer which should include salutation last name. (EX. Hi MR Pal how may I help ...
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0answers
43 views

PendingServiceRouting related to SocialPost

I can't seem to create a PendingServiceRouting record related to a SocialPost via apex. I can create PendingServiceRouting records related to cases, we've been doing this for a while. When executing ...
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0answers
24 views

Embedded Service Deployment Offline Support

I created a Embedded Service Deployment and enabled chat on it. I am trying to configure Offline support to a specific record type but it looks like it is not respecting that specific record types ...
0
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1answer
29 views

Chat Agent Status Switching to Offline

We have recently implemented Chat Agent/OmniChannel Routing in our Community site. It works well so far, but we have found that the Agent Status is set to Offline if the Agent navigates to other ...
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0answers
25 views

Omni Channel - Assigning Work to Queues

I'm working on setting up Omni Channel for my org. I have a pretty good sense of how Omni Channel routes "work items" to agents from queues. However, I'm struggling to grasp how "work items" are first ...
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0answers
14 views

Whats the difference between omni channel routing and normal routing in salesforce?

I am currently working on omni channel. I want to know the difference between normal routing in salesforce and omni channel routing. When can we use omni channel over normal routing in salesforce.
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21 views

OmniChannel Chat “Conversation” tab customization

Is it possible to customize the chat user experience in SF lightning? Use Case- Our support users are chatting with multiple customers at a single time. Right now each chat opens up as a separate tab/...
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0answers
36 views

Omnichannel not showing cases in console

I have a visual flow that has a form. The flow is placed on a community template. Upon submission of a form inside flow, a case gets created in salesforce. Now in Salesforce we have case assignment ...
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0answers
69 views

Skill Based Routing Multiple Skills

I'm trying to route a case based on multiple skills. The sample Apex code provided by Salesforce https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_define_apex_action_class....
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0answers
60 views

How to support Chat in multiple languages: one deployment multiple button ids?

Goal: We want to display the same chat deployment on all different language locales in a community page, and then dynamically set the chat deployment button id based on the language. Ideas: We know ...
0
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0answers
135 views

PendingServicerouting trigger

I have a requirement to route cases based on case creation date instead of when the case enters the queue. I am planning on creating a trigger on pendingservicerouting before insert to update ...
0
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1answer
258 views

Einstein Bot - Queuing enabled on button level but “Transfer to Agent” dialog is giving NO AGENT available message

My use case is: Omni Channel Queue based routing enabled. Presence Configuration capacity:1 Bot enabled and configured Snap-in deployment in use Chat Button level "Enable Queue" is checked and "...
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0answers
148 views

Remove cases from Omni channel routing

In my current Omnichannel implement, I'm using both chats and Cases to route work to agents. Now we don't want to use Omnichannel for Cases, we just want to use chats. For this, I tried to delete the ...
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0answers
16 views

Unable to See Service Resource App after enabling Skill Based Routing

I am in my sandbox setting up omni channel for demo and when I click enable omni channel and enable skill based routing I see the newly enabled Service Resource and Service Resource Skill objects but ...
0
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1answer
266 views

Anyway to clear the omni channel Queue based backlog?

I have off an on been working on implementing omni channel and at one point I thought I had it working in sandbox so I moved it over to production. It didn't work and I had to stop agents from using ...
0
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1answer
120 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 ...
0
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0answers
47 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 ...
0
votes
1answer
23 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. ...
0
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1answer
110 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 ...
0
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1answer
75 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 ...
0
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0answers
16 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 ...
0
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0answers
177 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. ...
0
votes
1answer
31 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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0answers
102 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 ...
0
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0answers
88 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 ...