Guide
Omni-Channel is holding leads nobody accepts.
With Omni-Channel serving a lead queue, the lead is not owned by a person until an agent accepts it. Until then it waits, and the queue shows it as routed.
Why leads wait
- Nobody available. Agents are offline, or at capacity, so nothing is offered.
- Offers declined or timed out. A push that times out goes back to waiting.
- The queue has no routing configuration, or the wrong one. The leads land in the queue and are never pushed.
Check it yourself
SELECT Id, WorkItemId, CreatedDate, IsPushed, IsPushAttempted, QueueId FROM PendingServiceRouting WHERE ServiceChannel.RelatedEntity = 'Lead'
SELECT Status, COUNT(Id) FROM AgentWork WHERE ServiceChannel.RelatedEntity = 'Lead' AND CreatedDate = LAST_N_DAYS:7 GROUP BY StatusOld rows in the first query are leads still waiting. In the second, Declined and DeclinedOnPushTimeout are offers nobody took.
Have it checked every night instead.
Routing Forensics connects as a read-only user and checks this, and the rest of your routing, against your real leads. Register interest and you will be first to get a free health report: what is leaking, where, and what it is worth.
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