Hello everyone,
I am getting cozy with the omni channel but I still have two major things that bother me and I would appreciate some advice:
- Enable Secondary Routing Priority I get the overall idea and I can make it work with the standard field "Priority" - however when I chose a custom picklist field of mine or even the standard field "Type" it does not seem to work. Has anyone else made that experience?
- Enable Status-Based Capacity Model Again, the overall idea seems clear. But what I would like to achieve is the following: We have a routing model where we assign cases to agents directly because they are associated to a specific customer. So these are not getting routed by omni channel. However I want the omni channel to realise that an agent has already X Cases in progress and even if he is online, therefore should not get antoher one assigned. I am not that save with the wording yet. I see "Agent Work", "Work Items", "UserServicePresence" ... Tried the process builder with "Agent Work" but no success so far.
Thanks all and Greetings
3 answers
For each of your concerns:
- The secondary routing priority will work with any picklist, you just need to make sure that those field values are populated. Keep in mind that enabling secondary routing priority will not reevaluate currently routed records. The reason is that those PendingServiceRouting records have isReadyForRouting set to TRUE, so they are read-only. Once you've enabled secondary routing, new routed items will inherit the secondary routing priority. More info on this specific scenario can be found here.
- Status-based capacity only defines how capacity should be consumed by existing work items. In tab-based capacity, work items release capacity as soon as the tab is closed in the Lightning Console. Status-based capacity ensures that work items continue to consume capacity until a specific field changes from an "In-Progress" to a "Completed" value as defined in your configuration. Assigning records directly to agents who already have maxed-out capacity is possible if you manually create AgentWork records. By default, Omni-Channel will not assign work items to agents who would exceed 100% capacity with that work item.
