You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register
Get Started with Redwood for Oracle Cloud HCM   Begin Now
To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.

For more information, please refer to this announcement explaining best practices for getting answers to questions.

When the Help Desk Category is manually changed, do queue change automatically?

We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our rules, put it into the wrong queue.

The agent that is automatically assigned the request then manually change the category (ex: If category is "Payroll" but request related to "Benefit" agent change it to "Benefit") after deleting Queue name and then click save.

But we were wondering if this will Change queue automatically or any process need to schedule for correct queue assignment.\

As per Oracle Docs we enable SVC_ENABLE_OMNI to "yes" and based on Category selection queue is assigned correct but our issue often time Agent correct category and that time it not able to determine correct queue.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!