Salesforce Chat Browser Notification
Follow the below steps for Salesforce Chat Browser Notification. 1. Allow Notifications for your Browser in your OS Settings. If you are using Windows, then go to Notifications and select ....
Tag: Salesforce Omni-Channel
Drop Additional Skills Time-Out (seconds) in Salesforce Omni-Flow
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: ....
How to find each agent accepted Salesforce Omni-Channel Work Items per day?
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 ....
“Unable to load offline agents. Try again in a few minutes” exception/error in Salesforce Omni-Channel Supervisor
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. ....
How to get Agent configured and assigned Omni-Channel Capacity using Salesforce Omni toolkit API?
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 }" ....
Omni-Channel Raise Flag in Salesforce Service Cloud Voice
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 ....
How to find which agents missed the Salesforce Voice Calls?
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
How to find queue availability in Salesforce using Omni-Channel flow?
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
How to set Omni-Channel status to Busy when Chat is accepted by the agents in Salesforce?
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 ....
Assignment Rules when records are assigned via Salesforce Omni-Channel
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 ....