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            Service | Update Omni-Channel User Configuration

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            Service | Update Omni-Channel User Configuration

            Supervisors can change reps' presence statuses, queue assignments, skill assignments, and skill levels for Omni-Channel users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, the supervisor can temporarily assign idle agents to the busiest queues. Using the conversational interface, they explicitly identify skill levels by number and presence statuses, agents, skills, and queues by name. A supervisor can modify only the Omni-Channel users, queues, and skills that are visible based on their supervisor configuration.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations, or Agentforce 1 or Einstein 1 Editions
            User Permissions Needed  
            See Common User Access for Standard Agent Actions.

            Action Details

            API Name UpdateOmniUserConfiguration
            Reference Action Type Standard Action
            Does this action execute one or more prompt templates? No
            Required Setup Set Up Einstein Copilot Actions for Service Cloud

            Considerations

            • A supervisor can modify only the service reps, queues, and skills that are visible based on their supervisor configuration.
            • Adding skill or queue assignments with Agentforce doesn’t overwrite existing assignments. For example, if Martha is already assigned to the Messaging queue and the AI agent adds her to the Phone queue, she now belongs to both queues. If needed, you can ask the agent to replace or remove assignments. For example, you can say, “Assign only the Billing queue to Craig Paterson.”
            • You can include multiple changes in the same request. For example, you can say, “Add Tim Cambell to the Support queue and set Aria Stinson’s German-speaking skill to 5.”

            See Also

             
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