Hello,
I'm using skills based routing and the new Flow Beta component for one of my Chat instances.
The Chat Button/Automated Invitation record for this Chat instance has a linked queue with a max capacity allowing for 2 waiting chats. Checking Omni Supervisor > Skills Backlog tab it seems I have 36 waiting.
This seems incorrect.
Unless I'm missing some config somewhere (a very real option for Chat!!!!) this would seem to either be a defect in Skills Based Routing or there is no way to limit skills backlogs. Has anyone come across this before.
Cheers
Apparently and I'll quote this from Salesforce Support. "I just want to inform you that We don't have a feature in Salesforce where we can set a limit for skills backlog. As long as there are agents online it will continue to route those chats to those users." Would have useful to have that in the doco. Anyway hopefully this helps someone.
