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What to do if live agent is not enabled in omni-channel?
If your Live-Chat for your Product Silos isn’t enabled in Omni-Channel, you’ll need to Enter a Status Name by clicking New > then entering something like “Online – Live Chat”. Then, in the Service Channels section Move Live Agent over to the list of Selected Channels and click Save.
Where do I find the omni channel settings?
Type in “Omni” in the quick find bar in the upper left, and then click Omni-Channel Settings. Click to check the Enable Omni-Channel checkbox and click Save. Note: You have the option to use queue-based or skill-based routing. More on that later.
When to pay attention to case status in omni channel?
Omni Channel currently does not pay attention to the case status when routing work. This means closed cases that have been resolved are still routed to agents when they don’t need to. Omni channel should pay attention to the status and if the status is marked as closed Omni Channel should not attempt to route the work.
What happens when omni channel routes closed cases?
When Omni channel routes closed cases it causes double work for agents to re-close work thats been assigned to them thats already resolved. until provided by omni-channel take a look at our product Q-assign on Salesforce appexchange as it can provide this functionality and works with or without omni-channel.
Where do I find presence statuses in omnichannel?
Next, go to Customize > Manage Users > Permission Set and search for the permission set that contains the presence statuses you just found the names for (Presence Statuses is likely what it’s named).
What do you need to know about omni channel?
Say a customer case requires an agent who speaks Spanish and is knowledgeable about your company’s billing and returns processes. With skills-based routing, Omni-Channel can assign skills that you create, such as Spanish and Billing, as required skills on the case, and then match the case to an agent with those skills.