Hi everyone, We implemented Salesforce External Routing, but we have a problem, the Agent Work items created through API does not occupy Agent capacity. The Omni-Supervisor panel show that the work items exist but the occupy 0 workload. Is this an expected behaviour?
답변 1개
Hi, sorry for the inconvenience. If you don't receive a response here, we recommend reaching out to our support team for further assistance. You can do so by visiting https://help.salesforce.com/s/articleView?id=000393090&language=en_US&type=1
