Omni-Channel Developer Guide
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Expected Behavior for External Routing for Omni-Channel
Verify that the behavior you observe while testing and using your implementation of
external routing matches the following expected behavior scenarios.
Agent accepts the work
- Chat visitor initiates a chat request from the external routing button.
- PendingServiceRouting is created.
- Partner is notified by a pushTopic event (EventType=Create, isPushed=false).
- Partner creates AgentWork using the PSR.
- Agent is routed the chat request (AgentWork Status = Assigned).
- Agent accepts the chat request (AgentWork Status = Accept).
- Omni-Channel deletes the PendingServiceRouting after Agent accepts the work.
- Partner is notified by a pushTopic event (EventType=Delete).
Agent declines the work through Omni-Channel
- Agent declines the assigned AgentWork.
- Salesforce updates the PendingServiceRouting.
- Partner is notified by a pushTopic event (EventType=Update, LastDeclinedAgentSession=agent’s session id in LiveAgent (not the Salesforce session), isPushed=false).
- Partner creates a new AgentWork using the updated PendingServiceRouting for rerouting.
Agent doesn’t accept the work due to push time-out
- Existing PendingServiceRouting is updated.
- Partner is notified by a pushTopic event (EventType=Update, PSR Fields updated: isPushed=false, LastDeclinedAgentSession=agent’s liveagent session id).
- Partner creates a new AgentWork for rerouting.
Agent reassigns the work to an external routing queue (transfer from agent to a queue)
- New PendingServiceRouting for the transfer is created.
- Partner is notified by a pushTopic event (EventType=Create, isTransfer=true, isPushed=false).
- The routing process is repeated.
Agent reassigns the work to another agent directly
- PendingServiceRouting is deleted.
- Partner is notified by a pushTopic event (EventType=Delete).