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
Using "Check Availability for Routing" action, we can check whether agents are available in the queue to accept chats. Sample Flow: Agents available Decision: https://youtu.be/X87m8OcUcGQ
1. Create the following Lightning Aura Component. Component: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkitId" /> <aura:handler event="lightning:omniChannelWorkAccepted" action="{! c.onWorkAccepted }"/> </aura:component> JavaScript: ( { onWorkAccepted : function( component, event, helper ....
Salesforce Process Automation rules such as assignment rules, auto-response rules, escalation rules, and workflow rules, aren’t triggered when Omni-Channel routes a work item to an agent and the agent accepts ....
openUtility() can be used to launch Salesforce Omni-Channel widget on click of a button. Sample Lighting Aura Component Code: Component: <aura:component implements="flexipage:availableForAllPageTypes"> <lightning:utilityBarAPI aura:id="utilitybar"/> <lightning:card> <lightning:button variant="brand" label="Launch Omni-Channel Widget" ....
openUtility() from Utility API can be used to auto-pop Salesforce Omni-Channel Widget. 1. Create the following Lightning Aura Component. Component: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkit" /> <lightning:utilityBarAPI aura:id="utilitybar"/> <aura:handler ....
Using Omni Supervisor, Agents Supervisors can view agents assigned Queues and Skills. Also, they can update the Skills and Queues assignments directly from the Omni-Supervisor panel using Change Queues and ....
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills. Chat Transfer to Skills is available only for Omni-Routed work items for Classic and Chat. ....
