Customer Central production, read-only analysis, 16 October 2026
How Omni‑Channel routes cases today
Omni-Channel pushes Cases from queues to agents who are online and have room for more work. This briefing explains the engine, shows exactly how production is set up and how Cases reach the Omni queues, and measures how busy it is and where work gets stuck.
1,104Cases waiting, not yet offered to any agent
341work items stuck "Assigned" to 62 agents
5.2 hmedian wait from queue to agent, last 30 days
2Omni queues with no members at all
Read at 1:30 pm NZ on 16 October. Nothing was changed. No personal data is shown.
How Omni-Channel works
A Case does not go straight to a person. It goes to a queue, and Omni decides which available agent gets it next. Five settings decide the outcome: who belongs to the queue, the agent's presence status, the agent's free capacity, the queue's priority, and the routing model.
Swipe sideways to see the whole diagram.
The routing loop. Omni repeats the "find an agent" check every time an agent's status or capacity changes. If nobody qualifies, the request simply waits; it is never escalated on its own.
The settings that matter
Routing configuration on the queue: routing model, routing priority (1 = first), and how much capacity each item uses.
Routing model: Least active gives work to the agent with the fewest open items; Most available to the agent with the most free capacity. Prod uses Least active everywhere.
Presence status: the status an agent picks in the widget. Only statuses linked to the channel receive work.
Presence configuration: each agent's capacity, auto-accept and decline settings.
Secondary priority: within one priority level, a Case field can order the work. Prod orders by Case Reason.
Capacity in Prod: one slot each
The CSC and Telecare presence configurations both set capacity to 1 with auto-accept on. Everyone else falls back to the default configuration (capacity 5, no auto-accept).
What an agent and a supervisor see
Mockups based on the Prod settings: three statuses, auto-accept, no decline button, one slot.
Omni-ChannelAvailable ▾
Available · Busy · On Break
New (1)
My Work (1)
C
Case 0198··· Telecare Critical Fault – Failed to test Telecare Priority 1 Faults · waited 2h 10m
Accepted
Capacity 1 of 1 used · auto-accept on · decline not allowed
Agent widget (mockup). With auto-accept, the Case opens in a tab as soon as it is pushed. While that Case is open, the agent's one slot is full.
Omni Supervisor · Queues backlognow
Queue
Waiting
Oldest
Members
Telecare Priority 4 Faults
356
3 days
9
Telecare Finance Queue
211
134 days
1
CSC AM
158
3 days
10
Telecare Non Critical Faults
54
5 h
14
CSC FAT
47
1 day
1
CSC Queue
35
2 days
0
CSC Donor
7
2 days
0
Agents online now: 6 Available, 1 On Break
Supervisor view (mockup filled with the real Prod numbers at 1:30 pm NZ, 16 Oct). "Waiting" counts only Cases not yet offered to anyone.
How Prod is set up
One service channel carries every routed Case. Eighteen of Prod's 35 queues are Omni queues, grouped under eight routing configurations.
1Case channel in use ("Telecare Cases for Omni Channel"; CSC uses it too)
18Omni queues (11 Telecare, 7 CSC)
8routing configurations, all Least active
3presence statuses: Available, Busy, On Break
Swipe sideways to see the whole diagram.
The CSC queues share priority 2 with Telecare Priority 2 Faults. For an agent in both, the Case Reason tie-break (below) puts the Telecare fault work first, then CSC work by age.
Secondary priority inside the Telecare channel
When two Cases have the same queue priority, Omni uses the Case Reason. A lower number goes first; reasons not in the list go last.
Priority
Case Reason values
0
Telecare Critical Fault, Telecare Demo And Install, Personal Enquiry, Family or Friend Enquiry, Health Professional Enquiry, Information Request
Telecare Non-Critical Fault, Telecare Direct Debit
last
every other reason, including all CSC reasons
How Cases get into the Omni queues
Omni only routes what lands in an Omni queue. Four routes put Cases there. Shares are of the 29,575 Cases Omni routed in the last 90 days.
Swipe sideways to see the whole diagram.
Assignment rules run in order and the first match wins. For Telecare Cases the Corporate entry (10) is checked before the Priority Faults entries (11–14). The Email_To_Case flow also re-runs assignment rules after it sets the Case fields.
Volume, waits and backlog
~15,000work items a month (Jun–Sep), up from ~4,000 a year ago
5.2 hmedian wait from queue to agent (last 30 days); 90th percentile 70 h
5.7 minmedian handle time once accepted
1,104Cases waiting right now (not yet offered to anyone)
work items per monthagents who received work*Oct = 1–16 Oct
Omni work items per month, Oct 2025 to 16 Oct 2026.
7–9am NZ: 73% of all routing requests
When work is requested (NZ time, last 30 days). Most requests appear at the start of the day, when overnight alarms and follow-ups come back into the queues together.
Every Omni queue at a glance
Queue
Priority
Members
Items 30d
Median wait
Median handle
Cancelled
Waiting now
Stuck "Assigned"
Telecare Priority 1 Faults
1
36
1,425
1.9 h
8 min
27%
0
5
Telecare Installs Queue
1
13
1,621
4.1 h
4 min
5%
45
7
Telecare Corporate Queue
1
5
160
3.5 h
3 min
20%
24
50
Telecare Finance Queue
1
1
88
61 h
–
62%
211
10
CSC Priority
1
3
37
47 h
–
32%
46
6
Telecare Priority 2 Faults
2
35
1,391
3.5 h
6 min
23%
0
1
CSC FAT
2
1
1,522
6.3 h
16 min
57%
47
49
CSC AM
2
10
1,196
19 h
12 min
86%
158
39
AED Support Team
2
21
610
15 h
12 min
27%
22
30
CSC Other
2
17
380
5 h
–
73%
42
10
CSC Queue
2
0
88
54 h
–
60%
35
3
CSC Donor
2
0
14
23 h
–
36%
7
1
FAR Eligibility
2
13
9
3.6 h
–
11%
8
1
Telecare Critical Faults Queue
3
7
1,651
5 h
5 min
19%
0
14
Telecare Priority 3 Faults
4
11
441
7.2 h
6 min
18%
14
16
Telecare Non Critical Faults Queue
5
14
1,370
1.7 h
2 min
19%
54
4
Telecare Priority 4 Faults
6
9
2,196
54 h
7 min
13%
356
72
Telecare General Queue
7
25
905
8.2 h
11 min
23%
33
23
Items 30d = Omni work items from 16 Sep to 16 Oct. Median wait = request to push. Cancelled = Omni withdrew the item, usually because the Case was taken, moved or closed outside Omni. Waiting now and Stuck "Assigned" were read at 1:30 pm NZ on 16 Oct. "–" = not enough accepted items to measure.
Findings
Ranked by impact on customers waiting. All are read-only observations; nothing has been changed.
High
Two Omni queues have no members, so their Cases are never offered
CSC Queue receives every non-Telecare web form (assignment rule entry 6) and CSC Donor receives donation and tax emails (8 keywords). Neither has any member, so Omni has no one to push to. 42 Cases are waiting there now; 102 work items were created there in the last 30 days.
Add the right team as members, or point the rule and the keywords at a staffed queue.
High
341 work items are stuck "Assigned" to 62 agents, the oldest since 17 March
These were pushed to an agent but never opened or closed, and 125 are older than a week. With capacity 1 and tab-based capacity, an agent holding one of these may be skipped for new work.
Check these agents in Omni Supervisor, then close or re-route the stale items.
Medium
Backlog: 1,104 Cases waiting, concentrated in three queues
Telecare Priority 4 Faults (356, median wait 54 h, 9 members, priority 6 of 7), Telecare Finance (211, the oldest from 4 June, 1 member) and CSC AM (158). Only 6 agents were Available at 1:30 pm on a weekday.
Review membership and priority for these queues; Finance needs more than one member.
Medium
CSC teams mostly work around Omni
Omni cancels 86% of CSC AM items, 73% of CSC Other and 57% of CSC FAT, against 5–27% for most Telecare queues. A cancelled item usually means someone picked up or moved the Case from a list view first. CSC FAT has one member yet 1,522 items in 30 days.
Decide whether CSC should use Omni. If yes, add members and stop manual picking; if no, remove the routing configuration so the numbers stop misleading.
Low
Morning surge, single slot, no decline
73% of requests appear between 7 and 9 am. With one slot per agent and decline switched off, the morning queue drains one Case per agent at a time.
Consider capacity 2 for experienced agents, or a separate routing configuration for follow-up work.
Low
Unused pieces and naming
Skills routing is off (the "Device Upgrade" skill is unused). The Messaging channel has no presence status. Four Salesforce template routing flows for chat and voice are active with no chat or voice channel. The single Case channel is named "Telecare Cases" but carries CSC work too.
Tidy when convenient: deactivate the template flows and rename the channel.
Glossary
Service channel
The type of work Omni routes. Prod: Case ("Telecare Cases for Omni Channel") and Messaging (unused).
Routing configuration
Settings on a queue: routing model, priority, capacity per item.
PendingServiceRouting
A routing request: a Case waiting in an Omni queue. "Not pushed" = not yet offered.
AgentWork
The record of one item pushed to one agent: Assigned → Opened → Closed, or Cancelled.
Presence status
The agent's state in the widget. Only "Available" receives Case work in Prod.
Presence configuration
Per-profile or per-user settings: capacity, auto-accept, decline.
Least active
Routing model that gives work to the eligible agent with the fewest open items.