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
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 ...
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1answer
427 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
188 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
283 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
259 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
299 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
915 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
284 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
250 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
236 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
5k 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 ...
2
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1answer
382 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
400 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
2k 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
50 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
257 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
676 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
674 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
4k 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
2k 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
1k 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
817 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
178 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
750 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
4k 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 ...
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0answers
507 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
536 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
7k 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 ...
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1answer
4k 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
823 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,...
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1answer
138 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 ...
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1answer
748 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. ...
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1answer
440 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
93 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. ...
6
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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) ...
3
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1answer
2k 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
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1answer
16k 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 ...
7
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4answers
4k 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 ...
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1answer
3k 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 ...
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2answers
789 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 ...
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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-...
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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 ...
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1answer
834 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 ...
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0answers
218 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 ...