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Routing behaviour for work items in Omni Paused status

Дата публикации: May 7, 2024
Описание

For Orgs where Enhanced Omni-Channel has been enabled, it's possible to define Paused statuses in the Service Channel settings, in addition to In-Progress and Complete statuses that already existed in standard Omni-Channel.

Paused statuses are intended to be completed by the current owner at a later stage. Therefore Paused statuses should only be applied after the work item was already assigned to a user, not to work items that are still waiting to be assigned.

 
 

Решение

Omni won't route work items that have a Paused working status.

This is working as designed: as Paused work items are meant to be completed by the previous owner, work items in Paused statuses will not be picked by Omni-Channel.

As such, Work Items that are meant to be routed/assigned (either to a queue or to an user) should not be set to a status value that was configured as a Paused status in the Service Channel Settings.



See also:

Upgrade to Enhanced Omni-Channel
​​​​​​​Service Channel Settings

Номер статьи базы знаний

000396762

 
Загрузка
Salesforce Help | Article