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390  Points
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Permission to change presence configuration within the Omni supervisor

Hi guys, we would love the option for our CS supervisors to be able to change an agents' presence configuration from the Omni Supervisor UI directly. This would allow them to react to spikes or increase capacity for new colleagues after a… Show more

2 comments · 2 years ago

470  Points
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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

200  Points
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Allow us to create to testdata for UserServicePresence object triggers

currently salesforce is allowing to create trigger on  UserServicePresence object but not allowing to create testdata/coverage ,with out code covergae how we will deploy this triggers in to Prod, so allow us to create testdata for UserServicePresence… Show more

4 comments · 2 years ago

60  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 · 2 months ago

50  Points
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Allow Rich Text Area and Text Area field type into Compact Layout

From the management settings for the object that you want to edit, go to Compact Layouts.Create a new compact layout and give it a label.Add up to 10 fields.It allows all field types Except : text area,long text area,rich text area,multi-select… Show more

0 comments · 4 months ago

660  Points
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Omni Widget Pop Out

It would be helpful for more efficient time tracking to have the Omni Widget have the capabability to pop out of SF so it could 'float' on a user's desktop and live outside of SalesForce. If a user is able to always have the pop up… Show more

5 comments · 2 years ago

20  Points
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Chat Requests Assigned in Live Agent Sessions should populate after Omni Migrat

Chat Request Assigned should still be populated after migrating to Omni Routing. When using skill based routing we had a value in Chat Request Assigned in Live Agent Sessions table.  After migrating to Omni the field is always 0.  This is used for… Show more

0 comments · 1 year ago

1,580  Points
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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

370  Points
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Enable Omni-Channel to route a work item to ALL members of a queue

A customer's site goes down, and addressing the issue within seconds is critical. With Omni-Channel, we can create a queue for cases and associate that queue with a Routing Configuration that has a Routing Priority value of 1. Only one agent at a… Show more

10 comments · 11 months ago

40  Points
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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 · 3 months ago

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