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

Filter by
Sorted by
Tagged with
1
vote
1answer
110 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
651 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
321 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
vote
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. ...
5
votes
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) ...
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 ...
4
votes
1answer
12k 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 ...
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 ...
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 ...
2
votes
2answers
653 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 ...
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
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
747 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
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 ...
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 2
3