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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6
votes
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
votes
3answers
2k views

How to succesfully test AgentWork trigger?

I am using AgentWork trigger in my logic and I cannot achieve code coverage goal. Simple test method: Id cId = [SELECT Id From Case Where Subject = 'Case Subject'].Id; User u = [SELECT Id From User ...
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) ...
4
votes
1answer
11k views

Automatically associate chat transcript to case and account

We're using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in ...
4
votes
1answer
375 views

How to determine Omni-Channel Agent's current capacity in APEX?

I have a requirement to get the list of online agents with available capacity. I could get the online agent list by querying UserServicePresence, But I can't figure out how to get the current ...
4
votes
1answer
57 views

Salesforce DX - Omni Channel [closed]

How is Omni-Channel deployed in DX ? Complete? Lots of manual work ? Thanks a lot
4
votes
1answer
3k views

Omnichannel: how can I remove Presence Statuses?

I have an org where I have previously configured some Presence Statuses. I have worked on it, triggering some changes in status. Now I want to delete all the statuses to debug my integration. When I ...
4
votes
1answer
353 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, ...
4
votes
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
votes
2answers
3k views

Any way to get the current wait time in a chat queue?

I have been reading all the documentation and have yet to really find an answer to this question: Is there any way to get the current wait time in a live agent chat queue? From what I was reading ...
3
votes
1answer
741 views

What schema stores Omni-Channel data? Data is queriable in website report, not through API

We have Omni-Channel implemented for all user/agents, I am able to run reports (on the website) against users "Show: All user presences, Current State equals True, etc etc" (results are expected, name,...
3
votes
1answer
1k views

How to setup test data for Omni-Channel in Apex Test Classes?

I am using UserServicePresence object in Apex to retrieve the user status on Omni-Channel and I get the users to perform further logic. It works fine. Apex Class code snippet: //Get the users who ...
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
votes
1answer
6k views

Logging into OmniChannel does not login to LiveAgent

I am wondering how the connection between omni channel and liveagent happens. We are starting with omni, then launching LiveAgent next. When I enabled omni the Presence Configurations were made using ...
2
votes
2answers
650 views

Is there any way to get omni-channel's per hour limit in apex code?

We have configured Omni-Channel in our org. Omni-Channel has 2 limits: Current Pending Service Routings; limit is 1000 and Current Pending Service Routing Rate per Hour; limit is 500. So couple of ...
2
votes
2answers
1k 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 ...
2
votes
3answers
2k 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 ...
2
votes
1answer
110 views

Trigger can created on UserServicePresence while Salesforce doc says it is not supported. Can we package the trigger as well?

Trigger on UserServicePresence object can be created after we enable omnichannel. Can we package this trigger? As target org can be having omnichannel settings disabled. Salesforce doc says trigger ...
2
votes
1answer
314 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 ...
2
votes
1answer
430 views

routing in omnichannel

I've setup a Omni channel with all routing configuration. For one of the user, I have assigned the Capacity = 2 with unit of capacity =1. That means my user is available to receive 2 work items if he ...
2
votes
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
votes
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
vote
2answers
1k 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
vote
1answer
2k views

How to determine Omni-Channel Agent Status in APEX?

Is there a reliable way to get an Agent's current Omni-Channel presence status using APEX? The UserServicePresence table records some status changes, but notably offline is not a status change that ...
1
vote
1answer
717 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 ...
1
vote
1answer
1k views

Facing issues with Omni-Channel

In our org. Omni-channel is set for routing of cases. For Case object trigger is also written. So omni-routing feature assigned a case from the queue to agents, but for that update on ownership of ...
1
vote
1answer
2k 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
140 views

Omnichannel queue-based and normal queue routing

I want to use queue based routing in omnichannel but, there is also the standard queue assignement in salesforce, that most people have used until now. Can we do both at the same time ? Thanks a lot
1
vote
1answer
305 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 ...
1
vote
1answer
348 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 ...
1
vote
1answer
206 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 ...
1
vote
1answer
45 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.
1
vote
1answer
477 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 ...
1
vote
2answers
2k views

How to decline the work item in omni channel

I have created omni channel for leads and according to the criteria the created lead record is incoming to my omni-channel. But when i decline it , the records is gone off but again it is coming into ...
1
vote
1answer
108 views

Package Installation - Omni Channel Optional Dependency

Let's say I've a managed/un-managed package to be installed in an Org. I want the Application to have an optional dependency on Omni-Channel feature. Right now, we have referred the omni channel ...
1
vote
1answer
649 views

Skilled Based Routing in Omni Channel

I am trying to make some skilled based routing in Omni Channel for Call Centre Agents, is this possible in Omni Channel. If Yes how can i achieve to make Skill Based Routing from Queues to Agents. ...
1
vote
1answer
1k views

How can an Omni-Channel Notification be invoked when Case Re-Opened (but not re-assigned)

When a previously closed case is re-opened, we would like the case to get pushed to the existing case owner in the same way a new case does. They key here is getting a notification through Omni-...
1
vote
1answer
746 views

Omni-Channel: Apex trigger is not being called while a case is accepted via omni-channel notification

I have a custom object called Action__c which has a lookup relationship to Case and I have written a trigger to update the owner of the Action the same time a case ownership changes. The functionality ...
1
vote
1answer
3k views

Omni-Channel Beta: Cases being assigned beyond agent capacity

I'm working on setting up Omni-channel for my company. I want to cases to be automatically assigned to our agents and allow agents to have 4 cases in progress at a time. (So I have set the agents' ...
1
vote
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
vote
1answer
74 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 ...
1
vote
1answer
442 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 ...
1
vote
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
vote
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 ...
1
vote
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 ...
1
vote
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' ...
1
vote
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
vote
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 ...