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

91 questions with no upvoted or accepted answers
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6
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0answers
221 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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2k 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
227 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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0answers
219 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 ...
2
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1answer
700 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 ...
2
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0answers
566 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
vote
1answer
18 views

How to Auto-Accept Chats while permitting Cases to be Declined in Omni

I'm trying to set up a means for allowing users to accept or decline an email-to-case while auto-assigning them live chats. The issue is that I can only seem to have one Presence Configuration ...
1
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0answers
24 views

How to stop contact & case creation in chat using ExtraPrechatDetails & ExtraPrechatInfo?

I am not using a Prechat form would that automatically avoid case/contact creation while chat If not then what to do to avoid it using ExtraPreChatInfo & ExtraPreChatDetails.What is the meaning of ...
1
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0answers
27 views

Is there a way to assign `AgentWork` while `UserServicePresence` is in `isAway` state

AgentWork[] agentWork = new List<AgentWork>(); for (UserServicePresence usp : [ SELECT Id, ServicePresenceStatus.MasterLabel, UserId, IsAway FROM UserServicePresence WHERE ...
1
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0answers
58 views

Sum of total AgentWork Capacity differs from WorkLoad shown in Omni Supervisor

Omni-channel Supervisor shows a number in "Workload" column that differs from the total AgentWork Capacity for the same user. How is this Workload filed calculated? I guess it must consider ...
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0answers
100 views

Chat case assignment based on the previous case owner. Omnichannel

To increase the experience of our chat users we would like to redirect always the same consumer to the same service agent (in case it is available and with capacity), doing that the consumer can ...
1
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0answers
468 views

Routing Chats created in live chat omni-channel skill based routing

We are trying to implement Live Chat into our Salesforce environment using the sales use case rather than the service use case being the creation of leads. For this we have set up a pre-chat form in ...
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0answers
163 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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0answers
449 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
458 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
192 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
274 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
291 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
306 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
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1answer
242 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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0answers
405 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
vote
1answer
462 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 ...
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0answers
97 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. ...
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0answers
227 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 ...
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17 views

How to assign a Work Item to Rep who is already at 100% capacity?

In our org, we have Omni-Channel configured for Email & Chat. Chat is configured as higher priority than Email. Both are configured with a capacity of 1 (meaning reps can only work on 1 case at ...
0
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1answer
28 views

DML operation Update not allowed on PresenceUserConfig

public static void changeChatCapacity() { PresenceUserConfig maxCapacity = [ SELECT Id, Capacity, OptionsIsDeclineEnabled FROM PresenceUserConfig WHERE ...
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0answers
15 views

Omni-Channel automatic message

Is it possible to add an automatic message in Chat in certain situations? For example something like 'sorry to keep you waiting, I'll be back shortly' when an Agent is not responding for x seconds? I ...
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0answers
6 views

Can we use Different Capacity Model under omni channel based in Record Type of case in salesforce?

The requirement is to implement a Tab-based model for one case record type and a Status-based model for another case record type. Is it possible to implement this in the salesforce omnichannel?
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19 views

PendingServiceRouting records reporting and queries

Looking for a way to report on our Skills Backlog so we can see most needed skill (for example: Skill X is on 20 unassigned work items in the backlog). Can report on PendingServiceRouting, but can ...
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0answers
15 views

Omnichannel prechat form that checks agent availability

I have an Omnichannel request to first check that an agent with a skill is available, and if so, initiate the chat, if not, present the user with an option to open a case or initiate a new chat with a ...
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0answers
14 views

query to count waiting in an OmniChannel queue DON'T WORKS

in the queue have five users waiting, but the query doesn't work, WHY?
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14 views

Omni channel "End Chat" button throwing an exception

I am using salesforce embedded service chat and when a community user chats with an agent and when the agent clicks on the "End chat" button from Service console app, it is throwing this ...
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0answers
9 views

Change chat transfered from bot to lastname to firstname

When I click Transfer to Agent from the bot window I see chat transferred from example-Jana to LastName of the agent' but i want to see the first name only instead of the last name or inclusion of ...
0
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1answer
38 views

How to cancel a chat transfer that is queued?

We have an implementation that uses Omni Channel, Chat & a bot. Our Chat Button allows Queueing. In certain scenarios, the bot transfers the request to a Queue that allows queueing. When it does,...
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0answers
11 views

When a rep is done with a chat, when does the AgentWork item gets set to a Status of Closed?

I think it's when they close the tab in the Console, but I'm having a hard time finding documentation to confirm that.
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11 views

Update a field when clicking on the end chat button

I need to update a field when clicking on the end chat button of a messaging session: Is there a way to do this?
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44 views

Cannot see conversation in omnichannel widget

I deployed all our org staff from a sandbox to another, but I am experiencing an issue with our Messaging conversation. In a nutshell, we can't see the chat conversation when it gets accepted and ...
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0answers
33 views

Adding new lookup to Omnichannel prechat: trying workarounds

I was asked to insert a prechat form, for the community omni-channel, and include 2 lookup fields for the Case created: contact of the user starting the chat. This Contact should be mapped to User....
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0answers
28 views

How to avoid routed case for specific user in salesforce?

I have requirement to routed case. Which is working fine. I have setup skill based routing case. I have assigned skill to relevant user so, they can pick the case from the routing channel to work on ...
0
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0answers
94 views

Skill based routing from Einstein bot

We're trying to route bot conversations to skill-based queues (the key issue here is "bot"). Here's what we want to do: The visitor enters a dialog with an Einstein bot (no request type is ...
0
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1answer
235 views

Omni-Channel Supervisor Agent Data Visibility

I am trying to troubleshoot an issue we are having with data visibility in the Omni-Channel Supervisor tab. In our dev org we have set up an Omni-Channel Supervisor Configuration. This allows assigned ...
0
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0answers
19 views

Prevent Agent from ending chat session

Is there a way to prevent an agent from ending a chat session? Use Case: Agent is chatting with customer in Live Chat, and hits the end chat button. There are fields on the case object that the ...
0
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0answers
25 views

Sending an internal message to an agent through chat with Einstein Bot

I have an Einstein Bot running for customers, but in some cases when the Bot transfer the customer to an agent I would like to show some collected data to the agent. For example if Einstein bot ...
0
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0answers
65 views

Omni-channel supervisor see all queue in queues backlog

the supervisors of different offices see in the tab "queues backlog" of the Omni Supervisor all the queues of all the offices activated on Omni-channel. Is there a way to show only the ...
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0answers
27 views

Data transfer between Objects

I'm looking to find the best way (any way will do) to get the contact's first name and last name from the Contact object, onto the VoiceCall object. Reason being, in the compact layout for Omni ...
0
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0answers
20 views

Amazon Connect & Queues

I'm trying to create two different queues in Salesforce that allow a Contact Centre manager to be able to allocate the various staff who are online that day to one of the two queues (and swap around ...
0
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1answer
33 views

How to use Close chat phrases (by operator)?

In omni-channel, is it possible for operator to use some phrases to close the chat? e.g. "Close Chat Phrases". Thank you
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0answers
29 views

How to show username instead of Contact Name in LiveChat?

I'm implementing live chat in an external web page. The user is already logged in with an username, and I want LiveChat to use it for the greeting. But if I pass it either to the embedded_svc.settings....
0
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1answer
44 views

How can I enable my agents to see who else is on live chat and the size of the chat queue?

Our service team leaders use Omni Supervisor extensively. However, they're wondering if there's a way to provide some of the visibility to agents - specifically, the status of other agents and the ...
0
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0answers
31 views

How to Create AgentWork for External Routing in Omni channel?

As per my other question, i came to know that SalesForce doesn't allow creation of PendingServiceRouting object with routing type as ExternalRouting, however there is no other document stating any ...