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50  Points
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Allow transfer to an agent in Lightning Console while using skill routing

When using Omni-channel skill based routing, in the Lightning Console, sometimes you want to transfer to a specific agent, like it was possible with Choice routing in the Classic Console, because you know is the one who can be the best fit for this… Show more

0 comments · 22 days ago

10  Points
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Attribute for Skills Based Routing - Maximum Mappings

Attribute Setup for Skill-based routing is a great tool, however, it is very misleading. Some companies have complex skills. The maximum number is 100 skill mappings per object, some companies have status picklists longer than that. We need an… Show more

0 comments · 8 days ago

180  Points
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Omni Channel routing does not work for manual assignment of the Case Owner

IF the Case Owner is manually assigned and agent is closing the Case. Once after Agent loging into Omni then the Closed Cases are showing up in Omni. This works well if the Agent accepts the Case via Omni but does not work for manually assigning the… Show more

4 comments · 10 months ago

170  Points
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Please support 'OnChatEnded' event in Lightning

Salesforce omni-channel with external routing. When the person who is chatting in ends the chat, it does not end the work item contact on the agent side. The chat is shown as ended in the Salesforce chat client, but the CTI agent cannot be updated… Show more

1 comment · 19 days ago

90  Points
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Omni Channel should consider service business hours

I think Omni-channel should also consider service buisness hours like milestones. For example, an agent can work on exsisting case in holidays at that time even when the agent's status is available case shouldn't be assign.

1 comment · 2 years ago

10  Points
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Error in reports on User Presence

Some of our agents have their presence status records not captured : we can't monitor the availability of these agents. We are waiting for an update of the reporting system to solve this issue.

0 comments · 11 days ago

1,520  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.

6 comments · 3 years ago

210  Points
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Omni Channel Assign default status when agent opens service console

Today, omni channel configuration allows us to configure different customized presence statuses. Once this configuration is done, the agent can change its presence statuses in the Omni-Channel widget. It can happen that the agent forgets to set the… Show more

2 comments · 3 years ago

110  Points
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Ability to set different sounds for different work items in Omni-Channel

We need the ability to set a different sound for email cases vs. chats.¬† Currently, we can enable sounds for requests in Presence Configurations, however, all work items get the same sound. The agent is unable to differentiate if the work item is an… Show more

3 comments · 6 months ago

20  Points
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Alert Agent of customer warning timeout for idle chat

We set our timeout to 3 minute warning and 5 minute timeout for customers who idle. The customer is warned at the 3 minute mark would like to also change the color of the chat tab for the agent to indicate that the customer has been idle for 3… Show more

0 comments · 17 days ago

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