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Proactive Alert Monitoring: Omni-Channel Routing Failures

Udgivelsesdato: Jun 13, 2024
Beskrivelse

The Signature Success plan’s Proactive Monitoring product will monitor for, and alert you about failures to route work using Salesforce Omni Channel service. This may indicate that pending work is not being routed to available agents. This article outlines some scenarios to help you investigate should you receive an alert from Proactive Monitoring related to this limit.

If you receive an alert from the Proactive Monitoring service related to this metric, it may create poor trust & experience for your end customers who are unable to connect and get support from the agents, in particular if you are using Omni-channel to route any real-time channels. Large volumes of errors may indicate none of your customers can connect with your business, and may experience longer than expected response times.

Causes:

Some common causes for Omni-Channel Routing Failures are:

  • Work is not getting routed to available agents
  • Users are unable to connect and get support from the agents
Løsning

Here are some common practices & resources that may help to resolve issues related to this alert:

  • When this alert is triggered, it means the work is not getting routed to the agents. This error does not indicate an error in the creation of work - work will still be entering the backlog. The error indicates that it is not successfully getting assigned to a logged in User from that backlog. Depending on the channels you are using, there could be some options for you - 
    • LiveChatTranscript (fka LiveAgent) customers - There are no options other than waiting for service to be restored. 
      • EOL announced in May 2024, EOL date February 2026
      • You can considering upgrading to our latest product - Messaging for In-App and Web. 
    • Standard MessagingSession customers - There are no options other than waiting for service to be restored
      • Facebook Messenger, WhatsApp & SMS - EOL announcement coming after Summer ’24, EOL date February 2026
      • You can consider upgrading to Enhanced messaging. channels. 
    • Note: For Voice, Messaging and Chat, you may want to inform your customers of the issue by updating the IVR or the Bot to say that we are experiencing difficulties, and create a case for follow-up later instead of attempting to route the work to an agent. 
    • For all other customers, there could be 3 options to resume service:
      • Move between Standard & Enhanced Omni (depending on which is having an issue)
        • Suitable for: All eligible customers, especially standard customers.
        • Considerations for Standard → Enhanced upgrade
          • Only minor UI changes needed, and the users can logout, refresh and log back in to Omni
        • Considerations for Enhanced → Standard downgrade
      • Enable Fallback Mode - Available Summer ’24.
        • Enhanced Omni customers only
        • Summer ’24 version only supports external routing (mostly Voice)
        • Fallback mode can only be enabled by support, please reach out to Support if you would like to turn it on
      • Manually work outside of Omni
        • Not possible for Voice or Messaging
        • Suitable for: Non-real time channels (e.g. Cases). 
        • Assign the owner of the record to the appropriate User to avoid the work being routed later once service is resumed

 

Additional resources

Help and Developer resources

Vidensartikelnummer

002048314

 
Indlæser
Salesforce Help | Article