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Nitesh Jain 4
Control number of cases assigned to agent in Omni Queue
Hello all, I have been exploring option to control the visibility of cases in omni queue so user can only handle certain number of cases at any given point of time like
If there are 100 cases in the queue and only one agent A goes online, cases 1-10 (1 being the oldest) should be presented to Agent A.
emaining cases should stay in the queue
If Agent B goes online while Agent A still has cases in this Omni channel, Agent B should receive cases 11-21
Once Agent A has dealt with (accepted or rejected) all cases in this Omni channel, cases 22-32 should be presented to Agent A
No further cases should be presented to Agent A until he has dealt with all the cases in his Omni channel
I have been exploring this using Omni channel flow but have been able to figure out total number of items in real time ? Any suggestion?
If there are 100 cases in the queue and only one agent A goes online, cases 1-10 (1 being the oldest) should be presented to Agent A.
emaining cases should stay in the queue
If Agent B goes online while Agent A still has cases in this Omni channel, Agent B should receive cases 11-21
Once Agent A has dealt with (accepted or rejected) all cases in this Omni channel, cases 22-32 should be presented to Agent A
No further cases should be presented to Agent A until he has dealt with all the cases in his Omni channel
I have been exploring this using Omni channel flow but have been able to figure out total number of items in real time ? Any suggestion?
Found below related reference that can help you.
https://salesforce.stackexchange.com/questions/81360/omni-channel-beta-cases-being-assigned-beyond-agent-capacity
Thanks,