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sudhakar.force Ho to route omni case records based on case origin to respective Agents?
HI all,
we have following omni chanel presence status,
Available for Email-- if agent set this status then only cases that are created from email to case should come
Available for web --if agent set this status then only cases that are created from web to case should come
Avaliable for Phone--if agent set this status then only cases that are created from Phone should come
for that i have created new ServiceChannel with case object
and created 3 new routing configurations
and 3 new Queues
and 3 new case assignment rule criteria based on case origin as follows
1.if case origin=email then assign to 1 queue
2.if case origin=web then assign to 2 queue
3.case origin=phone then assign to 3 queue
and 3 queues will have differtent users.
but when agent who is not part of 2 queue went and set his omni status to Available for email ,still he is getting cases that are created from web into his queue.
how to resolve this issue.
we want something like this.
1.if agent who is part of queue 1 set his status to available for email then only cases that are created from email to case should come to his queue,same thing for other status also.
How to achive this?
Thanks,
Sudhakar.
we have following omni chanel presence status,
Available for Email-- if agent set this status then only cases that are created from email to case should come
Available for web --if agent set this status then only cases that are created from web to case should come
Avaliable for Phone--if agent set this status then only cases that are created from Phone should come
for that i have created new ServiceChannel with case object
and created 3 new routing configurations
and 3 new Queues
and 3 new case assignment rule criteria based on case origin as follows
1.if case origin=email then assign to 1 queue
2.if case origin=web then assign to 2 queue
3.case origin=phone then assign to 3 queue
and 3 queues will have differtent users.
but when agent who is not part of 2 queue went and set his omni status to Available for email ,still he is getting cases that are created from web into his queue.
how to resolve this issue.
we want something like this.
1.if agent who is part of queue 1 set his status to available for email then only cases that are created from email to case should come to his queue,same thing for other status also.
How to achive this?
Thanks,
Sudhakar.
What cases are getting assigned to him? Is it possible you have an origin that is not email, web, or phone and is falling through the cracks and getting assigned to that agent? I would check that first. Otherwise, it seems your set up should work.
sudhakar.forceeven through agent set his omni status to "Avaliable for Phone" still agent is getting cases that are created from email to case and web to case(while set up email to case set origin=Email and for web to case set origin=web) are getting into his omni queue but the agent is not part of that Queue.