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Guide

Track agent work in Omni-Channel

Install the Omni-Channel package to record an Interval for every piece of routed work an agent handles.

Salesforce admin About 10 minutes Since release 1

Omni-Channel assigns work to agents without a normal save of the record, so a Case trigger never sees the assignment. The Sojourn Omni-Channel package reads Omni-Channel's own agent work and records one Interval per assignment: when the work is assigned or opened, and when it ends.

Before you install#

  • The org is on the Plus plan. On the Free plan the package installs, but no agent work is recorded; see Free and Plus plans.

  • Omni-Channel is turned on in the org. The package reads Omni-Channel's agent work, which exists only when Omni-Channel is on; the core Sojourn package does not need it.

  • The core Sojourn package is installed, and the object the work belongs to, for example Case, is a Tracked object.

Install#

Install the Sojourn Omni-Channel package version after the core package, with the ID you were given. It adds no tab, permission set, or setting screen.

What it records#

For each piece of work, Sojourn opens an Agent work Interval on the record with the agent as its value and its owner, and closes it with the business minutes when the work is closed, declined, canceled, transferred, or the agent becomes unavailable. One agent work Interval is open on a record at a time: a transfer closes the first agent's Interval and the next assignment opens a new one.

Agent work Intervals sit beside the record's other Intervals, with Tracked field set to Agent work and Source set to Omni-Channel. They take no Live values or goals, and do not count toward the 10 Tracked fields. Work on an object that is not tracked, or is paused, is not recorded, and a catch up does not replay it.

Choose which statuses start the work#

By default an Interval opens when the work is Assigned or Opened. To change it, open Sojourn Settings, then Advanced under Operations. On the Omni-Channel card, which shows when Omni-Channel is on, Agent work starts at lists the statuses: remove Assigned to start only when the agent opens the work, or add another status from the org's list, then choose Save statuses. At least one status stays chosen. The card shows whenever Omni-Channel is on, with or without the Sojourn Omni-Channel package; until the package is installed, the statuses are kept and nothing reads them. Reset to defaults on the same screen puts back Assigned and Opened; see Tune the advanced settings.

You are done when

  • After an agent accepts and closes a routed Case, the Case's Intervals show one Agent work Interval with that agent and its business minutes.

Updated in release 1 This page changes in the same pull request as the feature it describes.