I was just able to assign myself a case via Omni Channel. OK so far, but I have questions.
I created a case while logged in and it assigned it to me. All good.
I cr5eated a case while I was not logged in. Then I logged in and it assigned it to me...also All Good.
I am working in a sandbox and have several hundred cases in various queues but none of them assign.
Is this a case where cases will only assign if created after everything is set in place? is there a way to get these old cases to assign via OC? it would make testing easier since i have all these cases in there.
Also, the trails say that Omni Channel assigns work to queues and then from the queue assignes work to users.
This does not sound right to me. For us, cases are assigned to queues via PB based upon record type. Am I missing something?
Last question...I have one presence config assigned to several queues and the same set of users assigned to several queues. Is any of that a problem?
It all seems to working OK so far. It is just that the trails seem pretty ambiguous as to how parts of this are working in the background.
Any input will be appreciated.
Thanks much,
Steve
2 Antworten
Hi Steve
OC indeed assigns cases from queues to agents, however the allocaiton of cases to the queues in the first place can be done by other methods such as PB and case assignment rules, this is not strickly speaking part of OC.
OC is about taking cases off their queues and assigning to agents based on your OC setup.
now PB only applies when a case is created or updated, so your existing case in the sandbox are already assigned to queues and wont change untill the case is updated.
Cases that are assigned to queues will be assignned to agents using OC, but only when an agent is available (ie sets their prescense status accoringly) and has capacity.
if you make your self available and cases are not getting assigned to you, first chexk your precense status, than check how much work is already assigned to you and then check your configuration.
I suspect that the issue is that your test users are not lgged in - cases will not get assigned to agents that are not logged in AND have their precense status set to available
regarding your last quesiotn - it depends. strickly speaking the answer is now, but depedning on how you build your configuration, if several agents are assigned to the same queues then your prioirty settings might mean that the preferred queue will always take presendence and therefore cases on the lower prioirty queue will never get assigned.
