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Omni-Channel assigns a Work Item to an agent even if it is not manually accepted

Publiseringsdato: Oct 13, 2022
Beskrivelse
Scenario: the record history shows the work item was assigned to an Agent and then routed back to the queue.

We will use Cases as the example object, but this applies to any Omni-routed object:
If an Omni-Channel user is available but does not manually accept a Case request, the Case Owner will be set to the Omni-Channel User and then change back to the Queue in the Case History.

In this scenario, the setting 'Automatically Accept Requests', in the Presence Configuration, is unchecked and the Profiles are assigned to the correct Presence Configuration.
Løsning
This is working as designed: in order to trace Assignment requests, the Case History shows that the Case was assigned to the Omni-Channel User.


See also:
Chat options 'Automatically accept chats' and 'Re-route Decline requests'
Knowledge-artikkelnummer

000383911

 
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Salesforce Help | Article