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Topics#Sales And MarketingPergunta de Danielle Harrison
Danielle Harrison (AllCloud) perguntou em #Sales And Marketing
11 de nov. de 2020, 19:49

Omni- Channel Timer

We currently have Omni-Channel set up for Inquiry assignment. Our pushout time is set to 120 seconds however when Agents are receiving inquiries they are seeing numberous different times presented on the Inquiry in the Omni-Channel pop up to accept the Inquiry record. I thought the timer was time until the inquiry would be reassigned to another agent can someone explain why the timer is showing different times? 
1 resposta
  1. Tanaya Girish Tamane (March of Dimes Canada)
    12 de nov. de 2020, 11:00
    Hey Danielle,

     

    From what I can understand you want to customize the information that your agents see. This can be done by customizing the primary compact layout of that specific object.

     

    Follow the steps:

     

    1) Navigate to the compact layout of the object, go to the object management settings, select Compact layouts, and then select new.

     

    2) Now customize accordingly, the fields that you select will appear in Omni-Channel when an agent receives a request and save it.

     

    3) Now click Compact layout assignment, then Edit assignment and change primary compact layout to your new layout.

     

    4) Select your new layout from the Primary Compact Layout drop-down list and click save.

     

    Also check the below link: https://help.salesforce.com/articleView?id=service_presence_edit_work_item_details_with_compact_layouts.htm&type=5

     

    Hope this helps 

     

    Thanks,

     

    Tanaya
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