To use Drop Additional Skills Time-Out (seconds) in Salesforce Omni-Flow, make use of "Add Skill Requirements" core action in the Omni-Flow. Routing Configuration with Drop Additional Skills Time-Out (seconds): Omni-Flow: ....
Accept Date(AcceptDateTime) on Agent Work is populated when the agent accepts the Work Item(Case, Chat, Messaging Session, etc.) via Omni-Channel Widget. So, we can use this field to to find ....
In Salesforce, by default, the Omni-Channel Supervisors can view all the Online agents. The Supervisors can view Offline agents if they have access to the Agents respective Service Resource records. ....
getAgentWorkload() from Omni toolkit can be used to get Agent configured and assigned Omni-Channel Capacity. Sample Code: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkit" /> <lightning:card> <lightning:button label="Get workload" onclick="{! c.getAgentWorkload }" ....
Raise Flag in Salesforce Omni-Channel feature will help an agent to send a request for help (raise a flag) to a supervisor. 1. In an active Voice Call, agent can ....
To know about Missed Calls in Salesforce Voice Cloud, check the following link https://www.infallibletechie.com/2021/05/missed-call-in-salesforce-service-cloud.html SOQL: SELECT Id, WorkItemId, User.Name, AssignedDateTime FROM AgentWork WHERE Status = 'Unavailable' https://youtu.be/MSx-kpwmvs8
Using "Check Availability for Routing" action, we can check whether agents are available in the queue to accept chats. Sample Flow: Agents available Decision: https://youtu.be/X87m8OcUcGQ
1. Create the following Lightning Aura Component. Component: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkitId" /> <aura:handler event="lightning:omniChannelWorkAccepted" action="{! c.onWorkAccepted }"/> </aura:component> JavaScript: ( { onWorkAccepted : function( component, event, helper ....
Salesforce Process Automation rules such as assignment rules, auto-response rules, escalation rules, and workflow rules, aren’t triggered when Omni-Channel routes a work item to an agent and the agent accepts ....
openUtility() can be used to launch Salesforce Omni-Channel widget on click of a button. Sample Lighting Aura Component Code: Component: <aura:component implements="flexipage:availableForAllPageTypes"> <lightning:utilityBarAPI aura:id="utilitybar"/> <lightning:card> <lightning:button variant="brand" label="Launch Omni-Channel Widget" ....