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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1answer
228 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?...
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66 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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1answer
54 views

Run automation on a record routed by omnichannel

As per this article, Salesforce doesn't run automation when a record is being routed via omnichannel. I also checked via debug logs - when omnichannel routes a record, no debug logs are spawned. We've ...
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1answer
224 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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155 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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170 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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1answer
410 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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1answer
43 views

how to create bulk cases in test class?

I have authored a batch apex and it runs in a specific period of time and checks how many cases are pending in the omnichannel queue. It sends an email when cases count is more than 1.5Lakhs. I am ...
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0answers
214 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 ...
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329 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 ...
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338 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 ...
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1answer
669 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 ...
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1answer
861 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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1answer
213 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 ...
4
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1answer
1k 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 ...
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1answer
1k 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 ...
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1answer
297 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
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1answer
109 views

Salesforce DX - Omni Channel [closed]

How is Omni-Channel deployed in DX ? Complete? Lots of manual work ? Thanks a lot
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203 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 ...
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1answer
612 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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2answers
2k 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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1answer
37 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
802 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
210 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
127 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
526 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
342 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
254 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
125 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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0answers
18 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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1answer
43 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
1k 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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1answer
270 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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1answer
894 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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2answers
2k 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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1answer
86 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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180 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
511 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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1answer
879 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
812 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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2answers
658 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
268 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
508 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 ...
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0answers
512 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
541 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 ...
3
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1answer
493 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
809 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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1answer
636 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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1answer
2k 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
1k 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 ...