Troubleshooting Guide for Omni-Channel Routing Issues

When work items (e.g., Cases, Messaging Sessions) are not routed properly in Omni-Channel, several configuration areas and operational settings need thorough review. The following sections break down the critical components that influence routing behavior and provide actionable steps to verify and adjust configurations for optimal performance.

Service Channel Settings

Begin by ensuring that the Service Channel settings are correctly configured. Confirm that the appropriate supported objects, such as Case or Messaging, are selected. For setups using status-based capacity, review the field value selections for 'Status Field' to ensure they match your intended routing logic. Additionally, verify settings 'Check agent capacity on reopened work items' and 'Check agent capacity on reassigned work items', as these can impact routing outcomes significantly.

Presence Status and Capacity Access

Confirm that Service Representatives have access to the required presence statuses, which enable them to accept work items assigned through those statuses. This access must be granted via their profile or permission set. Additionally, check that the agents’ capacity settings in the presence configuration align with the routing configuration’s capacity thresholds. The ‘Units of Capacity for In-Progress Work Items’ in the routing configuration should be less than or equal to the agent’s presence capacity to avoid routing blocks. Tools like Omni Supervisor can assist in monitoring agent capacities and pending work items.

Omni Flow Routing

If Omni Flows are used for routing, verify that the ‘Route Work’ element is correctly configured within the flow. In scenarios where flows are deployed between different environments (orgs) and routing to queues is involved, debug the flow to check the queue ID value being used. If the queue ID is incorrect after deployment, remove and re-add the route work element and reactivate the flow to resolve routing failures.

Queue Configuration

When routing work items to Omni queues, ensure that only one object type (e.g., Case or Messaging Session) is assigned per queue. Mixing object types in a single queue may lead to routing conflicts and failures. Be sure to check the limitations section in the Compare Live Agent and Omni-Channel Routing for Chats article for important considerations.

Reviewing Historical Routing Data

To analyze previous routing activities for a work item, review AgentWork records, which provide details such as which service representatives accepted sessions and when. If work item ownership was manually changed, the IsOwnerChangeInitiated field will show ‘true.’ For skill-based routing, examine the AgentWorkSkill to understand the skills involved in routing decisions. Familiarize yourself with the routing lifecycle and related backend objects to gain deeper insights into routing behavior.

Einstein Bot and Agentforce Agent Routing

For routing involving Einstein Bots or Agentforce Agents, verify that the Einstein bot or Agentforce agent is active and properly configured within Omni-Channel. Test the bot or agent preview functionality to confirm they operate as expected. If the routing flow is complex, try creating a simplified version of the Omni flow with only the route work action to the bot or agentforce agent to isolate issues. Additionally, use debug logs to trace routing flow execution and identify failures or misconfigurations.