#Omni Channel10 discutindo

Issue:

When a consultant clicks 

Accept on a routed Case work item, the AgentWork.Status field is moving to Canceled instead of Opened/Assigned. This is happening consistently, not as an occasional glitch.

The practical impact: on cases that get handed off between multiple consultants before resolution, only the finalconsultant (the one who closes the case) ends up with a usable HandleTime value. Every earlier consultant who worked the case has their AgentWork record sitting at Canceled, with no AcceptDatetime-to-CloseDateTime window ever calculated — so their actual time on the case is invisible in reporting, even though they clearly worked it (case comments/emails/status changes during their ownership window confirm this).

What I've already ruled out:

• Confirmed we're on Enhanced (not Standard) Omni-Channel via Omni-Channel Settings
• Confirmed Status-based capacity model is in use on the Case service channel
• Confirmed every Case Status picklist value has a mapping (In-Progress/Paused/Completed) — no unmapped values
• This isn't a competing-routing/race-condition scenario — it happens even on cases routed to a single agent with no other agents contending for the same work item

Expected behavior:

Accepting a work item should set AgentWork.Status to Opened (with AcceptDatetime populated), and HandleTime should be calculated independently for each consultant's own Accept→Close window when a case is transferred/reassigned between them — not just for the last one. I can see that throught the case value changes, the consultant spent 25mins on the case before moving to a "waiting for customer" status and then the last agent picked this up and closed it which is tracking the AHT.

Questions for the community:

1. Has anyone else seen AgentWork.Status go straight to Canceled on Accept under Status-based capacity, despite a fully mapped Status field?

Any pointers — especially from anyone who's hit this post-migration — much appreciated. 

Previously I can be able to login amazon connect SAML instance with salesforce user.  

But now Unable to login SAML instance of amazon connect with Salesforce user. Setup>Partner Telephony Contact Centre> Open YOUR Contact center > Click 'Telephony Provider Settings'. when clicked the below page appear.

In the SCCAC contact center connected with above SAML connect instance, active status achieved in omni channel when I login with amazon IAM user(not salesforce contact center user) in SAML connect instance in same window of browser, otherwise showing Log into Omni-Channel failed.

When the status is active 

• The Incoming Voice call is not receiving in the omni channel where the same configuration worked before.
• But the outbound calls are made with the omni channel and working fine.

What is the possible fixes for the above problem.

Hi all and all the best to wherever you are,  

i run out of ideas regarding passing hidden pre chat values from embeeded service deployment (enhanced chat) to a messaging session record. I setup everything in messaging settings, the custom parameter, mapped it in parameter mappings, i use the exact same flow variable, which is of same data type and available for input. In the flow i have an update element which should write the pre chat value to the messaging session before routing the session to the bot in the Inbound Flow. 

In embeeded service deployments pre chat is active and the hidden field is selected. I added according to documentation the method.  

"window.addEventListener("onEmbeddedMessagingReady", () => { 

    embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({ 

        "preChatWebsite": "Austria" 

    });"  

But the value is not passed. However the flow itself fires. So i can write hardcode "test" into the field on messaging session object via flow everytime i start a conversation. It as well does not get overwritten from another flow. I test this in dev console with a VF page.  

Is there something i am missing? Do i have to create a case first maybe? 

Would be happy for help here. Thanks a lot in advance.  

Best 

Need suggestion or workaround. 

We have implemented a skill based omni channel routing, it is working fine routing correctly to available agent with specific skills. 

Issue observed is when an agent with skill is available, case owner is updated to the agent's name and if unaccepted the work after push timeout the case remains under agent ownership only. Ideally it should be reverted back to unassigned queue. 

Process is when a case owner manually assigns a case to a queue, automation fires and routes the case through omni. If reverting owner to unassign queue again, so as designed again the case will be routed with new PSR. 

I find this article - 

https://help.salesforce.com/s/articleView?id=000383911&type=1

But this article says,   

If an Omni-Channel user is available but does not manually accept

a Case request, the Case Owner will be set to the Omni-Channel User and then change back to the Queue in the Case History.

Any suggestion/guidance, would be much appreciated. 

Thanks 

@* Service Cloud *