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Once created, you’ll need to define an input variable to get in the ID of the work item that you plan to route. In this scenario we’ll check for some keywords in the Case.
#ANYLOGIC PRIORITY QUEUE NOT WORKING HOW TO#
I’ll write other posts on more complex scenarios, but just to get you started we’ll show how to build a quick bit of Queue based routing logic. Add Screen Pop – Define what records will open on the screen when the agent accepts the work.Add Skill Requirements – Helps you to build up a list of Skill requirements for Skills-based routing.What the size or priority of the work is,.Route Work – This is where you define the routing requirements:.There are three key actions on the left hand-side (with more to come, and access to all other standard Flow actions) Go to Setup→Flows, hit new Flow, then in All+Templates section create a new/blank Omni-Channel Flow. (though some of the actions we’re about to see can be used in other Flows like autolaunched, record-changed, or screen flows). There’s now a dedicated Flow type of Omni Flow to help you get started. Either way, you should be up and running in less than 10 minutes! Create the Flow You’ll also see some exciting new features that are only available in Omni Flow, like routing Direct to an Agent, or defining Screen Pop rules.Įither follow the steps below, or watch the video guide at the bottom of the post.
#ANYLOGIC PRIORITY QUEUE NOT WORKING PLUS#
Plus also, because it’s a flow, you can encapsulate all of your other business logic for the channel in here as well, like Creating a Case or linking the Contact.
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Now you’ll have complete flexibility to use any logic you like to determine what those inputs to the routing engine are, Queue/Skills/Agent, Priority, Size, you name it. In your Omni Flow, you’ll see we’ve exposed all of the Omni inputs as Actions on the left hand pallet. We’ll set up routing for a Case, but the fundamentals here will be true for other channels like Voice, Chat, SMS, Leads, Custom objects, or whatever you want to route. So, you’re ready to build your first Omni Flow? Here’s a quick blog post to walk you through some of the basics.