Agent A changes to status C and an automated workflow moves case 1 to Queue B1.
After x time workflow then qualifies Case 1 with same status C to move back to Queue A1.
How can I get the widget to now re-assign Case 1 to next available agent? Currently re-assigned cases to the initial routing queue tied to the routing configuration are not be re-issued for auto assignment.
1 réponse
Hello Nyota,
The resources below might be helpful:
How Does Omni-Channel Routing Work? (https://help.salesforce.com/articleView?id=omnichannel_routing.htm&language=en_US&type=0)
Records assigned through Omni-Channel don't trigger workflow rules (https://help.salesforce.com/articleView?id=000228601&language=en_US&type=1)
Omni-Channel for Administrators (https://resources.docs.salesforce.com/sfdc/pdf/service_presence_administrators.pdf)
Thank you!
