1. Agents by Queue TabThe Agents by Queue tab provides information about how well your queues are covered. Every queue that has at least one agent that's Online or Away ....
1. Create a Chat Agent Configuration. Make sure Chat Conference Enabled is checked and Users or Profiles are added(I have added System Administrator Profile).2. When you are in a Chat. ....
In the routing model, you choose whether to push work to agents who are Least Active or Most Available. Least Active: If you select Least Active, then Omni-Channel routes incoming ....
WhatsApp Messages can be handled and addressed via Salesforce using Digital Engagement Messaging feature. Messages will be routed to Omni-Channel and the agents can address the customer's concern. Note: 1. ....
Check the below options to Clear/Remove/Clean PSR(Pending Service Routing or PendingServiceRouting) records in Salesforce. Option 1: Remove the Routing Configuration from the queue. This will delete all the Pending Service ....
To quickly check the limits in the org, go to Limits under Omni-Channel Setup. Whenever a record is routed through Omni-Channel, Pending Service Routing record is created. Current Pending Service ....
Salesforce Queues typically route work based on a First-In, First-Out (FIFO) principle, prioritizing items that have been waiting the longest. However, more urgent work may enter the queue while other ....
1. Go to Omni-Channel Settings under Setup. 2. Select Enable Omni-Channel and Enable Enable Status-Based Capacity Model. Click Save button. 3. Create a Routing Configuration. 4. Create a new Queue ....
Create a Pending Service Routing record with the below fields to route the Work to the specific Agent using Omni-Channel. PreferredUserId:Agent Id(User Id) to route the work. IsPreferredUserRequired:Boolean to define ....
Status-Based Capacity Model in the Service Channel can be used to avoid routing Closed cases in Salesforce Omni-Channel. 1. Go to Omni-Channel Settings. 2. Enable Status-Based Capacity Model. 3. Use ....