Overflow Assignee in Salesforce Routing Configuration
Overflow Assignee in the Routing Configuration help us to set an user or queue so that Omni-Channel routes the items to it when your org reaches Omni-Channel limits. We can ....
Tag: Salesforce Omni-Channel
Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing
Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing is used to set the time(seconds) to elapse before additional skills are ....
Agents by Queue and All Agents are not matching in Salesforce Omni Supervisor
1. Agents by Queue TabThe Agents by Queue tab provides information about how well your queues are covered. Every queue that has at least one agent that's Online or Away ....
Group Chat/Conference Chat in Salesforce Lightning
1. Create a Chat Agent Configuration. Make sure Chat Conference Enabled is checked and Users or Profiles are added(I have added System Administrator Profile).2. When you are in a Chat. ....
Routing Model in Salesforce Omni-Channel Routing
In the routing model, you choose whether to push work to agents who are Least Active or Most Available. Least Active: If you select Least Active, then Omni-Channel routes incoming ....
How to route WhatsApp Messages to Salesforce Omni-Channel using queue based routing?
WhatsApp Messages can be handled and addressed via Salesforce using Digital Engagement Messaging feature. Messages will be routed to Omni-Channel and the agents can address the customer's concern. Note: 1. ....
Clear/Remove/Clean Pending Service Routing records in Salesforce
Check the below options to Clear/Remove/Clean PSR(Pending Service Routing or PendingServiceRouting) records in Salesforce. Option 1: Remove the Routing Configuration from the queue. This will delete all the Pending Service ....
Omni-Channel limits in Salesforce
To quickly check the limits in the org, go to Limits under Omni-Channel Setup. Whenever a record is routed through Omni-Channel, Pending Service Routing record is created. Current Pending Service ....
Secondary Routing Priority in Salesforce Omni-Channel
In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work ....
Routing Cases using Status-Based Capacity Model in Salesforce
1. Go to Omni-Channel Settings under Setup. 2. Select Enable Omni-Channel and Enable Enable Status-Based Capacity Model. Click Save button. 3. Create a Routing Configuration. 4. Create a new Queue ....