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Workitems assigned manually to agents will popup on the Omni-widget when logged into Omni-Channel irrespective of status

Publiceringsdatum: Sep 11, 2024
Beskrivning

Work items in the Omni Queue that are manually assigned to agents will appear on the Omni widget as soon as they log in to Omni Channel, regardless of their presence status.

  1. When the work items are assigned to an Omni Queue, a PSR is generated.
  2. Once these work items are assigned to agents(Manually or by any automation), AgentWork records are created, causing them to appear on the Omni widget regardless of the agents' presence status.
  3. If the configuration does not have the "Automatically accept work requests" checkbox selected for the channels, the work items will be shown in the "New" tab of the Omni widget.
  4. Conversely, if this setting is enabled, the work items will be directly assigned to the "My Work" tab of the Omni widget.
Knowledge-artikelnummer

002068978

 
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Salesforce Help | Article