We recently pushed a new app into our Production environment from our full Sandbox. In the new app the only thing with Omni that was changed is the labels on our skills (api names are the same) and we changed our user profile. Omni is now not routing the cases out of the queue's. I'm at a loss for what else to check or edit. Any direction would be GREATLY appreciated!
@Aimee Redlinger It is a profile which you might have created for OMNI, May be some other name you have given.
Check in the OMNI Supervisor what is happening. Cross check with the case over and skills and match with your User/Agents skills. see it it matches.
Try to generate logs you will see more information which will help you to resolve the issue. If you still face an issue get in touch with Salesforce Support.
