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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89 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
377 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
515 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
474 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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1answer
356 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
322 views

Omni Channel Skilled based routing

I have implemented the functionality defined here: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5 By default my service channel is LiveAgent. So, I ...
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1answer
177 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
307 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
346 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
349 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 ...
2
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1answer
339 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
569 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
444 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
1k 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
989 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 ...
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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 ...
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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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1answer
209 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 ...
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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 ...
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0answers
207 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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243 views

Embedding chat on other sites, $A.util methods are undefined

I am trying to embed Live Agent chat on one of the intranet websites in our organization. I am getting the following error when I click on "Click to Chat". SCRIPT5007: Unable to get property 'isEmpty'...
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1answer
721 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 ...
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0answers
266 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 ...
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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 ...
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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?
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1answer
3k views

Omnichannel routing - not working as expected

We are experimenting with omni-channel in a sandbox and have the following set-up: A service Channel which is set to only include Cases A single routing configuration which has priority 1 and a ...
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2answers
352 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 ...
2
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1answer
315 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 ...
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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 ...
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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 ...
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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.
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1answer
197 views

How do i show pushtime out on omni channel widget

My routing configuration has a push time out of 60 seconds.I want to achieve the below things i want to show a timer that runs down from 60 seconds to 0 in the omni channel widget just to indicate my ...
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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 ...
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1answer
479 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 ...
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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 ...
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3answers
2k views

Omnichannel Skill based routing

I would like to implement skill based routing in Salesforce omnichannel. There is only 1 Queue where cases are assigned. From the queue the router should assign the tickets to the agents based on ...
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2answers
1k views

Omni Channel Accept Event

Is there a way where I can do a few actions when an Agent accepts a case via 'Omni-Channel'. For example I want to update the status of the case automatically to 'In Progress'. I want to insert the ...
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1answer
930 views

Omni-channel is enabled but not shown in “Choose Console Components”

I'm facing a strange issue. I'm trying to enable sales console in my partial sandbox org. I did read and walk through salesforce guides did enable omnichannel in omni-channel settings: But when I go ...
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1answer
753 views

Omni-Channel Beta: Pop Case using Pre-Chat form

Currently we have a Pre-Chat form that was working with just live agent but is not longer working when we enable omni-channel. The Pre-Chat form lookup up an Account, Product, and then associated the ...
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1answer
143 views

Can't select fields from AgentWork using APEX code in managed package

I am trying to run APEX code from managed package to retrieve fields from AgentWork table. My statement is SELECT ActiveTime FROM AgentWork WHERE id = '0BzB000000098N4' I get back the following ...
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1answer
2k views

omnichannel - routing configurations

we will be using omnichannel to route cases & live agent requests to our users. We will have around 15 different language queues. Each of these queues is assigned to a case based on case ...
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1answer
626 views

Can we customize omni channel logic to distribute cases based on Case Creation Date

Omni Channel queues distributes cases, based on Date/Time the case is assigned to the queue. Can we customize this logic to look for some other attribute such as Case Creation Date. Scenario : A ...
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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 ...
2
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0answers
353 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 ...
2
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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
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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 ...
4
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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 ...
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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 ...
3
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1answer
743 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,...