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Omni-Channel Limit Exceeded Errors and Troubleshooting in Agentforce Service (formerly Service Cloud)

Publiseringsdato: Jun 4, 2026
Beskrivelse

Omni-Channel is a comprehensive customer service solution that lets your call center route any type of incoming work item to the most qualified, available agents in your organization. Omni-Channel is available in Classic and Lightning. 

There are a few prerequisites to understand Omni-Channel, its limits, and ways to avoid issues: 

- Review our Omni-Channel for Administrators guide to know more about Omni-Channel configuration.
- To understand better some of the processes we'll mention in this Article please review How Does Omni-Channel Queue Based Routing Work? as this contains comprehensive information to fully grasp how routing works in Omni-Channel.
- Omni-Channel limits are documented as part of the Salesforce Features and Edition Limits.
In your Org, check Setup > Omni Channel > Limit the current usage against the limits.


Understanding Omni-Channel Limits

Taking that last document as starting point, there are two limits for Omni-Channel:

Maximum Queued Work Items per Hour: Maximum number of records that can be queued per hour in an org, across all Omni-Channel-enabled queues. Each time an item is assigned to an Omni-Channel queue, the platform checks how many items were queued in the preceding hour. If the limit has been reached, the item isn’t assigned to the queue.

Maximum Pending Routing Requests: Maximum number of objects that can be pending for Omni-Channel routing in an org. When an item is assigned to Omni-Channel-enabled queues, Omni attempts to route it to an available agent. If there are no agents, then the work is pending routing.

Common Error Messages

Issues and error messages may start to appear if those limits are broken. Some of the possible error messages:

LIMIT_EXCEEDED : limit exceeded - when performing seemingly unrelated operations like using Email-to-Case or pushing Social Conversations into Salesforce.

You or your organization has exceeded the maximum limit for this feature  - when operating with Omni-enabled objects. Bottom line is that the operations are related to Objects that currently use the Omni-Channel feature in your Organization (i.e. Cases...).

Løsning

The errors are expected as values are enforced for both limits mentioned above. Here are options when running into these limits.

Option 1: Reduce Pending Routing Requests Using SOQL

Use Workbench or the Developer Console to find out how many records are counted against the Maximum Pending Routing Requests limit. Use the following query:

SELECT count() FROM [Object] where OwnerId in (SELECT Id FROM Group WHERE QueueRoutingConfigId != null)

Replace [Object] with the Object you're using for Omni-Channel (e.g. Case, Lead...)
If  count() is replaced by Id (i.e. SELECT id FROM...) a list of records is obtained. Remove those records from their actual omni-enabled queue and assign it to a different owner or other queue not associated with Omni-Channel. Reduce the value until under the limit.

Option 2: Remove Routing Configuration from Queue

Removing the Routing Configuration from the Queue without removing the records from the queue.
To do this, navigate to the Setup of your Organization, use the Quick Find box to open the Routing Configurations node, locate the routing configuration to modify and click on its name. See the list of Related Queues. Click to access any of them and, when editing it, remove the Routing Configuration currently selected for that Queue. 

Please keep in mind that this method will prevent records from being assigned to agents via Omni-Channel as it's part of the required configuration. Use this method only if drastic reduction is needed to the load or if the Queue is incorrectly configured.


To avoid this from happening, make sure that record-intense activity (e.g. the use of mass transfer tools, heavy Data Loads or data migration) in your Organization is done by keeping in mind that Omni-Channel has certain limits in place. For example, if planning a massive Data Load of Cases to your Org and assigning them to a Queue, unexpected errors may occur if the Queue has a Routing Configuration that will make the Omni-Channel limits to be broken.
Knowledge-artikkelnummer

000383291

 
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