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Omni Channel - Maximum number of cases queued, but not routed

Udgivelsesdato: Oct 13, 2022
Beskrivelse
When Omni-Channel agents are online and see an error "LIMIT_EXCEEDED, limit exceeded", it is possible that the queue has hit the maximum limit of 200000 records. New work items will not be added to the queue or routed to agents, until the volume has lowered. 

In Setup | Omni Channel menu | Omni-Channel Limits 

 
Løsning
You should try to review the load of items in the queue. To do this please run the below query either in Developer console or Workbench to see the number cases that are in the queue.

Query:
SELECT count() FROM PendingServiceRouting WHERE QueueId = "Id of the queue".


Please define the Overflow Assignee in the routing configuration so that when the limit is hit, new records gets assigned to specific Queue/User to avoid the error.

To learn more about Overflow Assignee, please refer to this article.
 
Vidensartikelnummer

000387976

 
Indlæser
Salesforce Help | Article