Record-Triggered Flow on AgentWork entity can be used to update Case when the Owner is updated via Salesforce Omni-Channel. Sample Flow: Start Element Configuration: Assignment Element configuration: Update Records Element ....
Pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work can be used to manage separate Capacity for Salesforce Chat and Case Service Channels. Reference Article: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_capacity_pools.htm&release=242&type=5 Check the following configurations ....
We won't be able to choose or select Queues in the Salesforce Omni-Channel Flow 1. If the Queue is not configured to a Routing Configuration. 2. If the Queue's Routing Configuration ....
Follow the below steps for Salesforce Chat Browser Notification. 1. Allow Notifications for your Browser in your OS Settings. If you are using Windows, then go to Notifications and select ....
To use Drop Additional Skills Time-Out (seconds) in Salesforce Omni-Flow, make use of "Add Skill Requirements" core action in the Omni-Flow. Routing Configuration with Drop Additional Skills Time-Out (seconds): Omni-Flow: ....
Accept Date(AcceptDateTime) on Agent Work is populated when the agent accepts the Work Item(Case, Chat, Messaging Session, etc.) via Omni-Channel Widget. So, we can use this field to to find ....
In Salesforce, by default, the Omni-Channel Supervisors can view all the Online agents. The Supervisors can view Offline agents if they have access to the Agents respective Service Resource records. ....
getAgentWorkload() from Omni toolkit can be used to get Agent configured and assigned Omni-Channel Capacity. Sample Code: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkit" /> <lightning:card> <lightning:button label="Get workload" onclick="{! c.getAgentWorkload }" ....
Raise Flag in Salesforce Omni-Channel feature will help an agent to send a request for help (raise a flag) to a supervisor. 1. In an active Voice Call, agent can ....
To know about Missed Calls in Salesforce Voice Cloud, check the following link https://www.infallibletechie.com/2021/05/missed-call-in-salesforce-service-cloud.html SOQL: SELECT Id, WorkItemId, User.Name, AssignedDateTime FROM AgentWork WHERE Status = 'Unavailable' https://youtu.be/MSx-kpwmvs8
