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. ....
To give Agents ability to see other Agents status without using Omni-Supervisor in Salesforce, report on User Presence entity can be used. 1. Create a Custom Report Type on User ....
Starting Summer '22 Release, Omni-Channel notification audio can be customised in the Presence Configuration Audio Settings Sections. Check the following steps for adjusting the Omni-Channel notification audio. 1. Create a ....
Fields in Salesforce Omni-Channel Widgets are derived from the Compact Layout. 1. Edit the Object's Compact Layout. 2. Log out and log in again in Omni-Channel widget. 3. Create the ....
Omni-Flow can be used to route Cases directly to an agent to Omni-Channel in Salesforce without coding. 1. Create a simple object to capture Case Id and Agent Id(User Id). ....
1. Find the CreatedDate of the Chat Transcript record. SELECT CreatedDate FROM LiveChatTranscript WHERE Id = '5708c000005VqSAAA0' CreatedDate is 2022-04-29T02:42:52 2. Find when the agents from the queue changed their ....
Sample Presence Decline Reasons: To report on Agents Decline Reasons, use the following steps. 1. Create a Custom Report Type on Agent Work object. 2. Create a Report using the ....
Follow the below steps to allow Agents to Decline Requests in Salesforce Omni-Channel. 1. Go to Presence Decline Reasons in Salesforce Setup. 2. Add Presence Decline Reasons. 3. Go to ....
"Assigned Work" tab is used to display the work items that are making their way through your queues.Reference Article:https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_work_tab.htm&type=5 If skills-based routing rules on a routing configuration is enabled, and ....