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How to start a routing case with omni channel?
In order to start routing cases with Omni-Channel, Maria needs to set up a few more things behind the scenes. She has to create a queue for her routing configuration, set presence status for users, and then make a console app and add Omni-Channel to it. Here’s how she does that.
How to set status of omni channel unit?
From the App Launcher, find and select Omni-Channel Console. From the console, click Omni-Channel in the console footer to open the Omni-Channel widget. Set your status to Available – Case .
How does omni channel work in lightning experience?
The Omni-Channel setup flow is the fastest and easiest way to get up and running with case routing in Lightning Experience. When you complete the flow, Omni-Channel is ready to use in the default Lightning Service Console app. Cases are routed to your support agents using your shiny new queue and routing configuration.
Can a agentwork record be deleted in omni-channel?
AgentWork records can only be deleted if they have the status Closed, Declined, or Unavailable. They can’t be deleted if their status is Assigned or Opened because they’re active in Omni-Channel. AgentWork records have the status Assigned when they’re created.
How to setup omni channel in trailhead playground?
Complete the challenge for the Queue-Based Routing unit in your Trailhead Playground. When you completed the Omni-Channel guided setup flow in the Queue-Based Routing unit in your Trailhead Playground, you automatically created a service channel named Omni Setup Flow Cases. Create a queue and link it to your routing configuration.
When does Omni not look at Case status?
When status of a case sitting in a queue is updated to closed, Omni does not look at the status and pushes the work item to an available agent thereby reopening the case. Wasting time and effort on the agents side. Not to mention the effort to debug these. This is absolutely needed.
How to enable skill based routing in omni channel?
Enable Skill-Based Routing under Omni Channel Settings. To assign the skills to our Agents, we need to have some skills so that we can assign them to Service Resources ( Our agents ) Service channels are the different ways by which our customers can connect with us. Like Cases, Live Agents, Messaging & etc.