6

When manually creating the Case in a console component instead of letting Salesforce create the Case automatically via pre-chat or deployment API then you will need to use an apex trigger on the LiveChatTranscript object and add a custom text field Chat Key to your Case object to correlate the records in the trigger. Custom Console Component Here is sample ...


5

How come Agent A who is having 3 work items has the capacity impact of 1? You've misread this part. Agent A has a used capacity of 3; they have three items worth one capacity each. In this example, they're showing that A is less active than B. How come Agent B who has 1 active work item has the capacity impact of 4? Each work item has a capacity value. ...


4

Is this the query you're looking for? SELECT Id, User.Name, ServicePresenceStatus.MasterLabel, StatusDuration, ConfiguredCapacity FROM UserServicePresence WHERE IsCurrentState = true I used the documentation that @javanoob referenced above and the developer console.


4

Current Pending Service Routings - This signifies that up to 1000 new work items can be added to the list of pending items and can be re-routed to an agent. If the agent is not available to receive more work or no agent is available, the item remains in pending service routings list. Current Pending Service Routing Rate per Hour - This signifies that up to ...


4

The first thing i recommend you do is go to Customize > Omni-Channel > Presence Status and get the names of the presence statuses for when your users are online. Next, go to Customize > Manage Users > Permission Set and search for the permission set that contains the presence statuses you just found the names for (Presence Statuses is likely what it's named)....


3

I guess Live agent does not support Sales objects but lightning powered live chat version does work ...it's called "Snap In"... there are lot of documents how to implement it... https://resources.docs.salesforce.com/208/latest/en-us/sfdc/pdf/snapins.pdf https://help.salesforce.com/articleView?id=snapins_chat_overview.htm&type=5


3

Unfortunately that seems not to be possible. I was just trying to do the same and asked one of our gurus who told me to just replicate the steps in production... only thing I was able to get into change set was the permission set giving users access to availability statuses.


3

UserServicePresence is the right place to look. Offline is simply the absence of a status. If there are no UserServicePresence records where IsCurrentState==true, the user is in an offline state.


3

I suspect you'll have to do a few other things before you can remove them. First, remove the permission sets you created for your Users that gave them access to their Presence Status for each channel that you have a Presence Status enabled. Then, go to Setup and remove the Service Channels that are enabled to disable them under Setup>Customize>Omni-...


3

Yes it absolutely works. You haven't provided enough details to identify specifically where your code is failing, but I just set up a Prechat page which routes to Omni Channel, and it creates a Case and Contact with no problem. I answer the chat in the Lightning console and it pops open both related records as subtabs. One surprising gotcha for me was that ...


2

Found that trigger & workflow rules do not fire for any updation by Omni-Channel. These functionalities are restricted by Salesforce. Because when the omni-channel feature was built salesforce people wanted to make sure that their customers didn't run into any recursive loops from workflow rules or apex triggers firing. Please check the link--(https://...


2

So for completeness I'm going to answer my question. Agentwork only works if you are using OmniChannel for chat. LiveAgent chat will not populate Agentwork object. Now one thing to call out there is a nasty bug currently in Salesforce that if the Chat is transferred to another agent. What happens is the RequestDateTime field is null Salesforce treats this ...


2

There is no way directly from Salesforce to give a wait time. You could implement a custom VisualForce page and use the liveAgent:clientChatQueuePosition component, along with historical data from your org to see what the average wait time for a chat is. So number of users ahead + average wait time per user = current wait time in queue. But there is no built ...


2

No need to create 1:1 mapping between routing configuration and queue. Routing configuration helps in deciding logic of allocation like Most Avaiable/Least Active and capacity consumption to be considered when one work item from queue is assigned to the agent. Queue is something which holds work items till the point they are not assigned to someone. In ...


2

Currently it is not supported by Omni Channel and is listed in IdeaExchange Omni-Channel Skill Based Routing You can vote for the ideas.


2

Queue->select the queue which u r using in omni ->Supported Objects-> select Live Agent session and Transcripts. Then it will works


1

This is related an open bug scheduled to be fixed with Summer'19. Behavior of this field OriginalQueueId is very strange for now. It is not accessible on AgentWork instance, but it is present. I serialized the Trigger.new list in AgentWork trigger. System.debug(JSON.serialize(Trigger.new)); Output is this, [ { "attributes": { "type": "...


1

To further understand how work capacity works, you have to understand how it is measured. this is defined in the Omni-Channel for Administrators Guide. You will see that there are Units of Capacity, which are consumed and based on the size of the work item that you specify in the routing configuration. therefore, depending on the work item type, there are ...


1

if you read the Case objects Soap Api documentation, there are 2 fields that might interest you: LastReferencedDate LastViewedDate you can validate with the following SOQL: select id, LastViewedDate, LastReferencedDate, CaseNumber, Subject from Case and this will return a date in the following format per case record: 2017-04-13T19:36:40.000+0000


1

I have found the answer to above. In order to add new buttons, we need to customise the entire widget. The content of the post and other details can be added as fields to the widget's compact page layout


1

You can migrate these with a workaround using data loader. Export all (or filtered) records of the Routing Configuration (QueueRoutingConfig) object from the source org(make sure you select the "Show all Salesofrce records checkbox") and Import the records in the target org accordingly. This also applies for Skills (if you use skill based routing in Omni-...


1

This is not possible as of now and I don't think Salesforce will release this considering it just offered Live Agent to shift from skill based to Omni-channel based routing https://releasenotes.docs.salesforce.com/en-us/spring17/release-notes/rn_live_agent_omnirouting.htm What I would recommend instead is to create queues based on skills and assign to these ...


1

Ran into this same issue and finally came to the resolution. Ensure that you have Service Cloud Licenses available and they are enabled (check box marked) for each of your required users. https://help.salesforce.com/articleView?id=console2_assign_service_feature_license.htm&type=0 Once you have done this the Omni-Channel item should should in the "...


1

It is class API version. In order to compile with that field Class has to be updated to API 37.0 to see it. Tried on TestRunResultId on ApexTestQueueItem - does not compile on API 36, works on API 37. See link below image for release notes. Win 16 Release notes


1

create a queue for transferred cases and add that queue to the omni-routing for the other team. put that queue's priority above the normal queue and cases assigned there will get send to the B team members first.


1

Besides answer from @crmprogdev I want add one thing that's slightly my guess. So I will start with the question: How many agents were connected to OmniChannel at the point of time when you were testing that functionality? My guess here: you were the only one. And that's why you were receiving it again. OmniChannel works on queues so the process is that ...


1

My understanding is that the mechanisms you mention or similar mechanisms that might help in this area are not supported. But I would be very happy to be wrong about that... An approach we have used to avoid baking in a dependency on SObjects in another package is to check if the SObjects are present via Schema.globalDescribe() and then if they are only use ...


1

The common way to work with skilled routing at the moment, is to create different Queues per Skill. You can assign users or groups to that Queues, and use them with Omni-Channel.


1

I've got the same problem and I solved it using Test.isRunningTest() in the if condition. So you can do something like this: if((onlineStatusList != null && onlineStatusList.size() > 0) || Test.isRunningTest()) It's not a "clean" solution but it works.


1

It is possible to create an AgentWork record through APEX for a agent. This what normal Omni-Channel routing does, so it causes all of the normal notifications and auto-push behaviour.


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