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Topics#Customer ServicePergunta de Holly Whelan
Holly Whelan (MyBuilder Ltd) perguntou em #Customer Service
8 de mar. de 2021, 11:28

Custom field to show number of times a case has been sent through omni channel.

We have our omni channel set up so case replies are routed back through omni to an available agent. I want to create a custom field that shows whether an Agent Work item was the 1st, 2nd, 3rd... time that case was pushed out through omni.  I'm not sure the best way to achieve this. Any help would be much appreciated. 
2 respostas
  1. Deepali Kspl (Ksolves India Limited)
    8 de mar. de 2021, 14:51
    Hello Holly,

     

    Add one custopm counter field on case

     

    on AgentWork object Triger try to increment the counter.

     

    Check if this helps

     

    Regards,

     

    Deepali
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