Thursday, June 9, 2022

How can we setup different work item capacity for agents in Salesforce Omni-Channel


Let's assume we have group of users assigned under the omni channel for handling of incoming chat request.
How can we set the different maximum chat limit for user basis on experience. Ex For new joiner we want to setup of maximum cap as 5 and others as 7 chats.

Ideally in omni channel the agent capacity and which Omni-channels features can be accessed like auto decline or auto accept of the work items can be performed using the "Presence Configuration" settings.

So in our case also we can create two presence configurations ,one for the new joiners and second for the others. Under the new joiners configuration we will add all the new joiners so when they logged into Omni channel the chat capacity will be picked up from here automatically.

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