📦 Salesforce Omni-Channel Custom Routing: One Case at a Time

This project demonstrates a fully custom case routing logic in Salesforce Omni-Channel that restricts agents to one active case at a time, regardless of their configured capacity.

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🚀 Key Features

✅ Accepts only one assigned case
✅ Automatically flips agent status to Busy after accepting
✅ Other cases are not declined — they simply timeout and go back to the queue
✅ When agent manually switches status back to Ready, they're eligible again
✅ All logic implemented using Aura component + omniToolkitAPI
✅ Works with auto-accept enabled
✅ Requires no Apex or server-side code
✅ Compatible with custom presence statuses and short push timeout settings

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🔧 How It Works

1. Agent sets Omni-Channel status to Ready.
2. Omni-Channel assigns multiple cases (e.g., if capacity is 5).
3. The Aura component intercepts all assignments via onWorkAssigned.
4. The component accepts only the first case using omniToolkitAPI.acceptAgentWork.
5. Then it calls setServicePresenceStatus({ statusName: "Busy" }) to stop further routing.
6. All remaining cases are left unaccepted, and they timeout (after 10s or your configured value) and return to the queue.
7. When the agent switches status back to Ready, the logic resets and allows another case to be routed.

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📋 Manual Setup Instructions

🔹 Step 1: Enable Omni-Channel

• Go to Setup > Omni-Channel Settings
• Enable Omni and add presence statuses like Ready, Busy

🔹 Step 2: Define Push Timeout

• Go to Setup > Presence Configurations
• Set Push Time-Out to 10 seconds (recommended for quick reassignment)

🔹 Step 3: Add Presence Statuses

• Status Ready (routing enabled)
• Status Busy (routing paused)

🔹 Step 4: Enable Auto-Accept

• In Service Channels, set the channel to Auto-Accept = True

🔹 Step 5: Create Utility Bar Component

• Go to App Manager > Your Console App > Edit
• Add OmniRoutingHandler (custom Aura component) to the Utility Bar
• Set Start Automatically = True

🔹 Step 6: Assign Presence Config to Users

• Add users to the presence configuration that includes Ready and Busy

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🧩 Component Files

force-app/main/default/aura/OmniRoutingHandler/ ├── OmniRoutingHandler.cmp ├── OmniRoutingHandlerController.js └── OmniRoutingHandlerHelper.js

📘 Use Cases

This is ideal for:

• Tier 1 support teams that want to control agent workload strictly
• Avoiding SLA breaches by reducing context switching
• Overriding the default Salesforce capacity behavior

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👨‍💻 Author

Pavan Kumar Yaramati Salesforce Developer | Omni-Channel Architect | 8x Certified
GitHub: pavan-yaramati

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📄 License

MIT — Free to use, fork, modify. Attribution appreciated.