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Mitchell Mieszek (Salesforce Administrator at Windstream) asked in #Automation
Aug 24, 2021, 3:02 PM
Route Work Omnichannel Action

I know the action and OmniChannel flow type are still in beta, but has anyone had issues with the action in deployed flows? I'm running into an issue where the action works and creates a PSR in my dev environment, but whenever I move it to another environment with either change sets or a third party tool, the Route Work action fails. I've even tried removing the action from the flow, then adding it in the other environment after the fact.

 

If I manually rebuild the flow in another environment, the action works correctly. The debug log is returning the generic "This Route Work invocable action did not create a valid Pending Service Routing." error, even though the result returns "InvocableActionResult [actionName=routeWork, isSuccess=true, errors=null, outputValues=null]"

 

#Automation@Salesforce Flow Automation

10 answers
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Shivani Tanwar (Salesforce Developer at Brillio LLC) asked in #Omni Channel
Nov 2, 2021, 10:11 AM
Omni supervisor is unable to change the status .

I have established live web chat in org.T wo users asssigned to that Queue  and both are active when customer starts chat but it is assigned to only one user .

When I visit the omni supervisor tab i find out that  both user is shown available -chat but capacity of other user is shown 0.

here is screen shot reference 

 

Omni supervisor is unable to change the status .

issue 1: User Kiran's status is available-chat but why there is orange dot instead of green dot .

issue 2: Why there is no option in change status  picklist.

issue 3: why workload for  user kiran is 0/0 .Why it is not 0/20 if no work assigned.

issue 4: user kiran is already in queue assigned but in Assigned Queue column there is no queue name mentioned.

 

Please help

 

#Omni Channel  #Omni-Channel  #Omni Routing  #Omni-Channel Queue  #Live Agent Web Chat  #Web Chat  #Sales Cloud  #Service Cloud

6 answers
  1. Dhanashri Gadekar (Salesforce)
    Feb 7, 2022, 11:59 AM

    Sometimes these errors happen with the Omnichannel. Agents have to go offline and then online to see the latest change.

    Also as an admin, pls ensure to check both "Chat User" and "Service Cloud User" checkboxes on the User record.

     

    Hope this helps. Thank you :)

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Shivani Tanwar (Salesforce Developer at Brillio LLC) asked in #Trailhead
Nov 5, 2021, 9:35 AM
Please explain Concept of Least And Most Available in Routing Configs

I have came across various articles related to least and  most available n routing configuration but I am not getting it .

Queue Based routing

I have  done testing with least available where Capacity 10 and units in Capacity 5.

Least available

Initially        Workload

Agent A         0/10

Agent B         0/10

after new record comes ,  Agent A  accepts 

                  Workload

Agent A         5/10

Agent B         0/10

then ,  again new record  appears first at Agent B console as workload of Agent B was 0/10

after B accepts

Agent A         5/10

Agent B         5/10

process goes on....Agent A then Agent B.

 

I understood the least available that agent with less amount of work , record will be assigned to him.

 

But When I tested the same process with Most Available  . I got same output as I received in least available.

For Most Available

Initially        Workload

Agent A         0/10

Agent B         0/10

after new record comes ,  Agent A  accepts 

                  Workload

Agent A         5/10

Agent B         0/10

then ,  again new record  appears first at Agent B console as workload of Agent B was 0/10

after B accepts

Agent A         5/10

Agent B         5/10

process goes on.

 

So what is the difference????

Anyone please explain .

I have came across below article

https://help.salesforce.com/s/articleView?id=sf.service_presence_routing_options.htm&type=5

 

but how comes the capacity of of two agents can be different when we define capcity for all users same in presence configuration.

 

please explain ... #Trailhead #Omni Routing #Queues #Routing Configuration #Service Cloud #Omni Channel

1 answer
  1. Nicholas Sullivan (Blockbuster)
    Nov 16, 2021, 4:29 PM

    Your test indeed yields the same results.

     

    Most available comes into play when you have different sales reps with different capacities. 

     

    So imagine:

    Agent A 0/5

    Agent B 0/10

    Agent C 0/20

    Agent D 0/5

     

    In most available, Agent C is guaranteed to get the next case. He has 20 available units worth of work.

     

    With least active they all have an equal chance of receiving the next work item.

     

    Let me do another example:

    Agent A 0/5

    Agent B 3/10

    Agent C 15/20

    Agent D 0/5

     

    In most available, Agent B gets the work item. He has 7 work units available, compared to the 3 other agents having 5 units available.

     

    In Least active Agent A and Agent D have an equal chance of receiving the next work item, because they both have 0 work items currently.

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Mike Engler (Sales Operations Manager at Willscot) asked in #Omni Channel
Nov 5, 2021, 3:44 PM
Omnichannel case routing with one single queue, multiple reps and different skills?

I'm looking to rollout Omnichannel in my org. We want the agents to remain working in one single queue, but routed to the appropriate rep based on the skills we have defined. 

 

With the limitation on only having one routing configuration per queue is this possible? I'd really prefer to stay out of Apex, as I don't know it, and I also don't want to do anything in a process builder since that will be sunset soon.

 

Has anyone done this before? What would my best options be?

Thanks in advance! 

  #Service Cloud

2 answers
  1. Nicholas Sullivan (Blockbuster)
    Nov 16, 2021, 4:24 PM

    Depends on your requirements, omni is great if you want least active or most available routing. Least active is basically just round robin, most available prioritizes your agents that have a higher capacity for cases.

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Guillaume Loubier (CTO at Maximum Software Services) asked in #Live Agent Chat
Nov 5, 2021, 1:02 PM
Omnichannel Routing Type Choice in Lightning

Hi Community,

 

I'm wondering if anyone out there found a workaround in order to allow chat support agents to manually take chats from a list in Lightning, similar to the Routing Type "Choice":

 

"Incoming chat requests are added to the queue in Chat in the Salesforce console and are available to any agent with the required skill. Not supported in Lightning Experience."

https://help.salesforce.com/s/articleView?id=sf.live_agent_chat_routing_options.htm&type=5

 

There is this idea for the same https://ideas.salesforce.com/s/idea/a0B8W00000GdXVmUAN/choice-routing-for-omnichannel-chat-similar-to-live-agent

 

That's a request I keep getting from the business for sometime now and I'm wondering if there's a workaround for that? I guess the workaround could be to use External Routing type and build something custom to allow agents to accept chats manually... but I'd prefer a more standard option, I don't want to build a custom Omnichannel 2.0 for this xD

 

Any order idea for this?

 

#Service Cloud

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Justin Davis (Lead Solution Engineer at Salesforce) asked in #Service Cloud
Nov 2, 2021, 4:54 PM
Routing Cases

 

Ideal Experience

  • Customer emails disputes@self.inc
  • Agent replies and customer receives communication from disputes@self.inc
  • All emails routed back and forth through help@self.inc
    • For context, we aggregate all communications through this email account and ingest the records into our Source of Truth

#Service Cloud #Email-to-case #Queues #Omni Routing

2 answers
  1. Sudhir Kumar Panda (Red Hat)
    Nov 3, 2021, 5:15 PM

    Yes, you can route the cases to any queue based on assignment rules or any process automation. For case email back snd forth they are set hy your set email id in the system. Which I believe can be set as display name different to email id.

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Gidi Abramovich asked in #Omni Channel
Sep 23, 2021, 6:01 AM
Add the ability to assign chat backup agents from one queue to another

Hi,

We are using chat Omni-Channel Queue-based routing.

 

We are looking for a way to assign backup agents. 

For example, an agent from queue 1 will support another queue (let's say - queue 2). So, when all of the agents in queue 2 are busy or offline, the agent from queue 1 will be also assigned to chats assigned to queue 2.  How can this be achieved?

 

Example:

Add the ability to assign chat backup agents from one queue to another

 

#Service Cloud

7 answers
  1. Gidi Abramovich
    Oct 19, 2021, 9:25 AM

    Eventually, I've created a custom object and that allows managers to define rules that will set users or queues to be backups of other queues based on the weekend day.

    The process is triggered by a scheduled flow.

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Bill Stevens (self at Self) asked in #Service Cloud
Jul 1, 2021, 8:56 PM
How to assign a case from a particular Account to a given rep via omni-channel

We have Omni-channel configured to send new cases to a queue.   We'd like to have all cases from one account go to one particular user, while all others continue going to the queue.  I'm very new to Omni-channel so asking for guidance on how to accomplish this.  Thank you!!

 

#Service Cloud #Omni Channel  #Omni Routing

6 answers
  1. Ines Garcia (get: Agile) Forum Ambassador
    Sep 15, 2021, 10:05 AM

    Better stay away from Process Builder, check latest release notes

    regardless all new enhancements should be taken as an opportunity to move to flows, thats where all investment is going

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Gidi Abramovich asked in #Omni Channel
Sep 6, 2021, 4:30 AM
Omni-Channel routing based on days of the week or agents' vacations

Hi,

We are currently using a Queue based routing for chats.

We have a requirement to allow agents that are assigned with Queue 1 to also work on weekends in Queue 2. Also, sometimes agents are going on vacations, and we want to set beforehand another agent from a different Queue to replace them. 

 

Is there a declarative and automated tool/feature that does it?

 

Thanks!

 

#Omni Channel  #Omni Routing  #Service Cloud

4 answers
  1. Amey Priolkar (Silverline)
    Sep 6, 2021, 7:22 AM

    Hmm.. I think your approach is correct, but, just wondering, what if an agent already has cases assigned to him and he's removed from the queue, will he be able to retain the cases as owner?

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Rahul Tandekar (Dev at Dexian India Services Pvt. Ltd) asked in #Omni Channel
Jul 16, 2021, 1:12 PM
How Omni Channel routes Cases on full capacity

Hi Guys,

Ex: we have queues Urgent, High, Normal, and Low

when Urgent and High queue is empty but Normal queue is full will Omni Channel move the remaining cases to Urgent or high queue.

Issue : 

when a Queue of higher priority had no more cases to assign (0) cases on Queue. It first happened with Tier 1 Urgent. After the Queue update, 12 Queues with higher priority had (0) cases, but Tier 1 General had cases in not started status, and Omni would assign the next available agent a case from 2019

Do you have any idea why this happened?

If you know of any salesforce document link which mentioned the above scenario please add that into the comment

#Omni Channel #Omni Routing #Omni #Omnichannel Status

Thanks,

Rahul

1 answer
  1. Paola David (Enterprise Cloud Solutions, Inc.)
    Sep 1, 2021, 6:14 PM

    Hi Rahul,

     

    What should happen is if there no more case on the high priority queue, omni should assign the remaining cases from the lower prio queue because it still has cases on it.  Based on your scenario, it is possible that someone assigned those old cases on the queue that's why it was routed to the agents.  Also, it is possible that maybe those cases are really on the lower prio queue it's just that there are no more cases on the high prio that's why it was just assigned recently.

     

    Thank you

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