Does anyone know how to turn off the chime when a case comes in using omnichannel? When cases are automatically assigned we receive a chime showing the case has been assigned out. How do you turn this off?
I've had several users receive this error in Omni Channel and they were not able to accept the work item. Not reproducable, but appears at random times.
Same here. Does anyone have a real answer? Or is SF Omni-Channel just buggy AF and not worth the investment?
@OMNI CHANNEL #Omni Channel #Omni-Channel #OmniChannel Skills
We are trying to change from queue-based routing to skills-based routing in order to have a system where, when an agent is out of the office, Cases can be routed to other agents easily and when one agent is busy, a backup agent can handle that agents Cases, without having to manually move the Cases.
We have four agents and four skills (N, S, E, and W). Each agent is the primary agent for one of the skills. Each agents is the first backup for a second skill. All agents backup all skills, to some extent.
For example, the primary agent for the N skill is the first backup for the E skill. This agent is ranked 10 for N, 7 for E, and 5 for both S and W. The primary agent for the E skill is ranked 10 for E, 7 for N, and 5 for both S and W.
What I want is for the N agent to be assigned any N Cases first, irrespective of whether there are any older E, S, or W Cases waiting. If there are no N cases waiting, I want the N agent to be assigned any E cases, irrespective of whether there are any S or W cases waiting. If there are only S or W cases, it doesn't matter to me which is assigned first.
Right now, the N agent is getting non-N cases ahead of N cases. How can I change this to work as I need it to work?
#OmniChannel Skills #Omni-Channel #OmniChannel Issues #Services Cloud Omni-Channel
Hi,
I want to set a Message in Chat Window Of Omni-Channel in chat window if an agent is offline. I am doing it with Messaging-for-in-app and Web.
I just set up my omnichannel and my chat is set up already but the "Available Chat" option is not available on omnichannel. How do I make Available Chats accessible on omnichannel?
#Trailhead Challenges #Trailhead #Omni Channel #Omni-Channel #OmniChannel Skills #Salesforce #Sales Cloud #Salesforce Developer #Service Cloud #CRM Configuration
@Michael Ngugi can you check the "Available Chat" status added to the Presence Status at Agent Profile Level?
Hi. Do you know if i can get a report or if in the omni supervisor app i can see the Activity of an agent over the day or the week?
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Learn how to troubleshoot the following error message "Disconnected from Omni-Channel. Log in again to receive work"
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@Oscar Chacón this issue ended up being with the Salesforce servers running into a memory leak issue, which would then cause connections to randomly drop from one server to another. We had to run our own packet captures and HAR browser captures to show this. We were able to see that the requests were being sent to the SF load balancer and then the load balancer would reply with a 5xx server error. With that being said though, that was a few years ago at this point. They had patched that specific issue and we hadn't seen it pop back up.
FWIW - We have about 100 people in Costa Rica too and they always constantly had issues. We actually just changed last year from Cisco with Bucher & Suter and Salesforce Omni-Channel to Salesforce Service Cloud Voice with Amazon Connect. We still have these issues though with our CR people. Something is wonky from region to region that causes weird latency/delays/etc over the public internet.
I'm was still pushing my company for a local VPN in a CR DataCenter with ExpressRoutes set up to SalesForce to avoid the public internet if possible.
Hello Community,
We have skills-based case routing set up in our org. As per the following article the PSR is deleted upon accepting a work item through Omni-channel. If this is the case then the SkillRequirement record, which is in master-detail relationship with the PSR on the detail's end, should be deleted along with the PSR. However, after clicking Transfer button in 'My work' tab in the Omni-channel widget, skills that were assigned to the work item are still listed underneath (please see the attached screenshot).
Question: Is this simply an artifact after the SkillRequirement record that has in fact been already deleted or these skills are actually still tied to the work item? It would make little sense either way.
Thank you in advance for any insights.
Best regards,
Krzysztof
PSR is for routing only. Agent work is not deleted and it has the reference.
Per the documentation "Work items that come in marked as Primary (e.g. a Chat) will check to see if the Agent has free capacity in their primary bucket only, ignoring (interrupting) any interruptible work items (e.g.a Case) that they have.
In reverse though, if an Interruptible item is in the queue, then it’ll only get assigned to an Agent if they have free space in both buckets."
Also " Voice Call and LiveChatTranscript records are uninterruptible and always use primary capacity."
Our Service Desk agents use a blended model. They can take 1 Voice call or 2 Chats. Just recently they will be on a Voice call (we use Service Cloud Voice with Amazon Connect) and a Chat will be delivered to the agent as a new workload item.
Anyone else having this issue?
#Service Cloud #Service Cloud Voice #Omni Channel #Omni-Channel
@Larry Hall - thanks Larry. Since the agents are in a Voice call, its a Chat that is being delivered. Since we are not using Amazon Connect for Chats would think its something that isn't right with how the Capacity is being calculated or something not working correctly with this new Interruptible Capacity. In the screen shot that was attached of Omni-Supervisor their primary capacity is 2/2 (1 call = 100% capacity) but their Interruptible capacity is 0/2.
Respect Agent Capacity seems all about what to do if there is an incoming Voice call - " If an agent’s capacity is greater than 0%, incoming calls are automatically declined so that the agent can focus on delivering excellent customer service. If your agents are helping customers on a chat, the incoming call is routed to the next available agent. "
