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2,580  Points
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Idea is being reviewed by Salesforce. We'll post an update in 2-4 months.

Allow Omni-Channel to function across multiple browser tabs

Currently Omni-Channel does not work except for on the last opened browser tab. On all other tabs the Omni-Channel on the utility bar will show an error "Disconnected from Omni-Channel. Please refresh the page." For agents who work on… Show more

46 comments · 1 year ago

1,520  Points
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Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

SALESFORCE CRM INTEGRATION WITH WHATSAPP

With People spending more and more time on their mobile, whether browsing on social media, surfing on the net or exploring apps, one thing is for sure, they are VERY ACTIVE ON WHATSAPP! With it being a reference tool for their daily communication,… Show more

12 comments · 1 year ago

40  Points
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see expanded Phone and Omni-Channel windows within the same browser window

In Lightning Console, we are unable to see expanded Phone and Omni-Channel windows within the same browser window. It has to be either one or the other expanded OR the Phone window can be popped out which makes it a separate window.  In Classic, an… Show more

1 comment · 3 days ago

2,090  Points
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Omni Channel Supervisor Restrict Agents list to specific group

Currently in Omni Supervisor panel, we can monitor any agent connected to Salesforce Console Omni Channel. It would be great to have the ability to define groups of agents a manager can oversee in Omni Supervisor.  For example Manager X should be… Show more

31 comments · 2 years ago

230  Points
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Trigger in AgentWork Object

Hi parnerts, When you are working with Omni-channel, you cant do any automatization(Workflow, trigger, future..) when the case or lead is acepted or declined. I found that in the AgentWork object save when the work item is aproved, reject....… Show more

2 comments · 2 years ago

420  Points
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Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Omni-Channel Routing by Case Priority Field

Currently, Omni-Channel routes work items in the same queue in a first-in first-out method. There should be the option to route items in the same queue based on the Priority Field on the Case (High, Medium, Low). When multiple cases have the same… Show more

6 comments · 1 year ago

70  Points
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Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

External Routing: Initiate LiveChat even when there is no agent available

With Omni-channel enabled LiveAgent chats can be routed to best available agent. Currently, when there is no agent available to handle a chat initiated from a Chat Button, the Chat Button stays in an "Offline" state. This means that client… Show more

0 comments · 1 year ago

20  Points
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Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Status to be visible on minimization of Omni channel tab

We would like to show available status for omin channel in lightning view when it's minimized. In classic, when the omni channel is minimized it's get highlighted in green colour - which indicates the user is online in omni channel

0 comments · 2 months ago

370  Points
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Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Upload your own sounds (mp3/wav) for omni channel alert noise

So omni channel has a variety of loud beeping noises at the moment. It would be a nice customization for users to be able to upload their own mp3/wav clips to replace type each of noise. Sort of like how language localization works but on a user by… Show more

5 comments · 2 years ago

470  Points
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Idea hasn't met the 2,500-point review threshold. Give it an upvote or downvote.

Chat Omni-Channel to work with supervisor whisper messages and assistance flag

Hi Trailblazers, below a summary of a much needed idea. Start upvoting I would say.    Issue-Limitation: Chats routed with Omni-Channel can’t use supervisor whisper messages and assistance flags with Omni-Channel Supervisor. USE CASE: agents are… Show more

7 comments · 11 months ago

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