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Case routing through Omni channel based on the on-change of case status
Hi,
Please find the below details of the case routing requirement.
When an agent choose a status of the case to Xyz it should try to pop in the omnichannel of an original agent who changed the case status
And if an agent is offline then the case should go to the escalated queue
Note: I have tried with queue-based and skill-based routing and it seems to be that it is not possible.
Please let me know if any other approach to resolve the above problem.
Regards,
Shatrughna
Please find the below details of the case routing requirement.
When an agent choose a status of the case to Xyz it should try to pop in the omnichannel of an original agent who changed the case status
And if an agent is offline then the case should go to the escalated queue
Note: I have tried with queue-based and skill-based routing and it seems to be that it is not possible.
Please let me know if any other approach to resolve the above problem.
Regards,
Shatrughna
The Feature you are requesting is not available.
An Idea is also raised for it,
https://trailblazer.salesforce.com/ideaView?id=0873A000000PSVzQAO
Please Vote it so that it might release its future releases.
I hope you find the above information is helpful. If it does, please mark as Best Answer to help others too.
Thanks.
All Answers
The Feature you are requesting is not available.
An Idea is also raised for it,
https://trailblazer.salesforce.com/ideaView?id=0873A000000PSVzQAO
Please Vote it so that it might release its future releases.
I hope you find the above information is helpful. If it does, please mark as Best Answer to help others too.
Thanks.