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490  Points
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Possibility to transfer a chat routed via Omni Channel to a queue

When using Omni Channel for routing Live Agent chats it's not possible to transfer such a chat to a queue, only direct to a user. This despite that it's in the transfer dialogue box in Lightning written "Select a chat queue, user or… Show more

0 comments · 1 year ago

250  Points
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Agent Summary list view filtered by profile

In the agent queues backlog summary would be usefull if we can filter by profile the queue you can access. Benefits: in multivendor implementations, requires to keep the information protected. Show more

1 comment · 8 days ago

700  Points
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Customize Omni Supervisor List View Columns

It would be great to have the ability to modify which fields are displayed on the Omni Supervisor list view columns. We have used Omni-Channel and used queues as skills (since skill based routing is not supported yet). As some users have multiple… Show more

6 comments · 1 year ago

1,390  Points
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Omni-supervisor Customized View

The new omni-supervisor (beta) feature is awesome however we would like to have the ability to add user attributes as sortable/filterable columns to the views.  Standard user field such as Manager and other custom User fields.

5 comments · 2 years ago

670  Points
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Allow acess to Omni-Channel Supervisor via Permission Set

Currently we are unable to add access to this feature via a permission set, and can only do so via profile update. Having the ability to add via permission set would allow for individuals with the same profile to have access. i.e. Manager & Agent… Show more

12 comments · 2 years ago

2,480  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

35 comments · 2 years ago

2,700  Points
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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

50 comments · 1 year ago

550  Points
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Omni-channel should push "My open cases" to agents

Omni-channel is great at pushing new cases to agents based on skill-set and other factors, however, it should also allow admins to configure omni to also push open cases assigned to that particular agent.  An example of routing configurations in… Show more

10 comments · 2 years ago

600  Points
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Omni-Channel When Re-Entering Queue Look for Previous Owner

When a case is routed back to a queue associated with Omni check for the last person who worked on the case and re-route it back to them if they are available. 

6 comments · 2 years ago

90  Points
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Skill Based Routing for Einstein Bot Chat

When migrating to Lightning, we are forced to enable Omni-Channel. We have Live Agent but now Einstein Bot Chat, and we currently use Skill Based routing. If we must use Omni- Channel, it would be fair to update Einstein Bot so that it is supported… Show more

1 comment · 3 months ago

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