openUtility() from Utility API can be used to auto-pop Salesforce Omni-Channel Widget. 1. Create the following Lightning Aura Component. Component: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkit" /> <lightning:utilityBarAPI aura:id="utilitybar"/> <aura:handler ....
Using Omni Supervisor, Agents Supervisors can view agents assigned Queues and Skills. Also, they can update the Skills and Queues assignments directly from the Omni-Supervisor panel using Change Queues and ....
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills. Chat Transfer to Skills is available only for Omni-Routed work items for Classic and Chat. ....
To give Agents ability to see other Agents status without using Omni-Supervisor in Salesforce, report on User Presence entity can be used. 1. Create a Custom Report Type on User ....
Starting Summer '22 Release, Omni-Channel notification audio can be customised in the Presence Configuration Audio Settings Sections. Check the following steps for adjusting the Omni-Channel notification audio. 1. Create a ....
Fields in Salesforce Omni-Channel Widgets are derived from the Compact Layout. 1. Edit the Object's Compact Layout. 2. Log out and log in again in Omni-Channel widget. 3. Create the ....
Omni-Flow can be used to route Cases directly to an agent to Omni-Channel in Salesforce without coding. 1. Create a simple object to capture Case Id and Agent Id(User Id). ....
1. Find the CreatedDate of the Chat Transcript record. SELECT CreatedDate FROM LiveChatTranscript WHERE Id = '5708c000005VqSAAA0' CreatedDate is 2022-04-29T02:42:52 2. Find when the agents from the queue changed their ....
Sample Presence Decline Reasons: To report on Agents Decline Reasons, use the following steps. 1. Create a Custom Report Type on Agent Work object. 2. Create a Report using the ....
Follow the below steps to allow Agents to Decline Requests in Salesforce Omni-Channel. 1. Go to Presence Decline Reasons in Salesforce Setup. 2. Add Presence Decline Reasons. 3. Go to ....