#Omnichannel Status0 diskutieren mit

Hi Guys,

Ex: we have queues Urgent, High, Normal, and Low

when Urgent and High queue is empty but Normal queue is full will Omni Channel move the remaining cases to Urgent or high queue.

Issue : 

when a Queue of higher priority had no more cases to assign (0) cases on Queue. It first happened with Tier 1 Urgent. After the Queue update, 12 Queues with higher priority had (0) cases, but Tier 1 General had cases in not started status, and Omni would assign the next available agent a case from 2019

Do you have any idea why this happened?

If you know of any salesforce document link which mentioned the above scenario please add that into the comment

#Omni Channel #Omni Routing #Omni #Omnichannel Status

Thanks,

Rahul

Hi All,

Our client raised a concern that Omnichannel is automatically changing the status of the Agents to Available even when they have logged off for the day. I have tried to figure out the issue by checking in the login history and in the user presence but no help.

Could you please help me how to find out from where the issue is coming.

#Omnichannel Status

Hi All! So I cant find answers ANYWHERE! **Service Cloud** 

Imagine: I'm Omni Channel, Status: Available, but I get caught up with emails. 8 hours later, and somehow my Omni Channel status has automatically changed to offline. What are the timeout values here? Where can I configure these?

Omnichannel Question-

Hello Everyone,

Is there a way to update Omnichannel Status when we close the case tab or AgentWork is closed?

I could find out that getServicePresenceStatusId and setServicePresenceStatus methods are only accessible through sforce.console.presence i.e. within Javascript of VF page or lightning Components but not through APIs which makes it difficult since we need to trigger this on closure of record page.

Please let me know if anyone has developed similar requirement.