Salesforce Omni-Channel Not Assigning Work? Causes and Fixes
July 2026 · Assigner
If Salesforce Omni-Channel suddenly stopped assigning work in 2026, the first thing to check is the retirement of Standard Omni-Channel in Summer 26: orgs that did not migrate to Enhanced Omni-Channel have work routing turned off entirely. If your org is already on Enhanced Omni-Channel, the usual culprits are agent presence status, full capacity, queue and routing configuration, or a skills mismatch that leaves no eligible agent. This guide walks through each cause in the order worth checking, so you can find why tickets, chats, or cases are sitting in a queue instead of landing on an agent.
Why Omni-Channel stops assigning work
Omni-Channel only routes a work item when several conditions line up at once: routing has to be active for that org, the queue and routing configuration have to point work at real agents, at least one agent has to be Online in a presence status that accepts that work, and that agent has to have spare capacity and any required skills. Break any one link and the item waits in the queue with nobody assigned. The table below lists the common failure points, roughly in the order they cause outages.
| Cause | What you see | Where to check |
|---|---|---|
| Standard Omni-Channel retired (Summer 26) | Nothing routes at all, org-wide | Omni-Channel Settings, Enhanced Omni-Channel enabled |
| No agent Online or wrong presence status | Work waits until someone logs in | Omni-Channel widget, presence statuses |
| Agents at full capacity | Items queue while agents look busy | Presence configuration, capacity model |
| Queue or routing config gap | Only some channels or record types route | Queues, routing configurations, flows |
| Skills mismatch, no eligible agent | Skilled items stall, others route fine | Skills-based routing rules |
The big one in 2026: Standard Omni-Channel retirement
Salesforce retired Standard Omni-Channel in the Summer 26 release. Orgs that did not move to Enhanced Omni-Channel before the cutover stopped having work assigned, because the routing engine behind the old feature was switched off. For production orgs the change landed around mid-June 2026, and sandboxes saw it earlier, near early May. If your Omni-Channel worked fine and then went quiet around a release window with no config change on your side, this is the first thing to rule out.
The fix is to enable Enhanced Omni-Channel, but it is not a single toggle. Enhanced Omni-Channel requires your org to be on Hyperforce, needs the SCRT2 real-time domain added to your allowlist, and asks you to accept the AWS terms that back the real-time service. Once those prerequisites are in place you enable Enhanced Omni-Channel in Omni-Channel Settings and re-check your routing configurations, because some flow and queue-based routing needs to be reviewed after the switch. Plan this as a small project, not a hotfix, and test it in a sandbox first. For the wider background on the retirement and what changed, see our explainer on Salesforce Omni-Channel routing.
Agent presence and capacity
If your org is already on Enhanced Omni-Channel and most work routes, the problem is usually presence or capacity. Omni-Channel will not assign an item to an agent who is not Online in a presence status configured to accept that work type. An agent who set themselves to Busy, or who is Online in a status that only accepts chat while you are trying to route a case, will be skipped. Have the agent open the Omni-Channel widget and confirm they are Online in the right status.
Capacity is the other half. Each agent has a capacity limit, and each work item consumes a capacity weight; when an agent is already at their limit, new items wait rather than pile on. That is by design, but it looks like a routing failure when the whole team is quietly maxed out. Check the capacity model on your presence configuration and confirm the weights match how much real effort each item takes, so a single heavy case does not accidentally block an agent from everything else.
Queue and routing configuration
When only some work routes, the gap is usually in the queue or routing configuration for the channel that is failing. Every routed object needs a queue, a routing configuration with a routing model and priority, and, for record-based work, a way to push the record into Omni-Channel, often a flow or an assignment step. A new case record type, a new channel, or a new queue that was never added to a routing configuration will sit unassigned while everything else works. Walk the path for the failing item: does its queue have a routing configuration, is that configuration active, and is something actually adding the item to the queue?
Skills-based routing gaps
Skills-based routing is powerful and also a common quiet failure. If an item requires a skill that no Online agent currently has, Omni-Channel has no eligible agent and the item waits. This shows up as certain tagged items stalling while general work routes normally. Check that at least one available agent holds each required skill, that your skill requirements are not narrower than your staffing, and that any timeout or fallback rule is set so an item drops its skill requirement rather than waiting forever. A skills model that is stricter than your roster will always produce stuck work at the edges.
A checklist to diagnose it
- Is it org-wide or partial? Nothing routing at all points to the Standard Omni-Channel retirement or routing being off. Partial failure points to a queue, skill, or presence issue for that slice of work.
- Confirm Enhanced Omni-Channel is enabled and its prerequisites (Hyperforce, SCRT2 allowlist, AWS terms) are met.
- Check agent presence. At least one agent Online in a status that accepts the failing work type.
- Check capacity. Confirm the team is not silently at its capacity limit and the weights are realistic.
- Trace the queue and routing configuration for the failing object, and confirm something adds the item to the queue.
- Check skills. Make sure an available agent holds each required skill, with a fallback so items do not wait forever.
Most Omni-Channel outages trace back to one of these six. The retirement is the headline cause in 2026, but presence, capacity, and skills gaps are the ones that recur once you are on Enhanced Omni-Channel.
When routing complexity is the real problem
If you keep fighting capacity models, skill fallbacks, and edition-gated features just to get work to the right person, it is worth asking whether all of your routing has to live inside one platform. Assigner takes a different approach: it routes support tickets, sales leads, and ops tasks by skill, workload, and availability using rules you control, and it names the reason behind every assignment, so you can see exactly why an item went where it did. It sits beside Salesforce rather than replacing it, which is the same idea behind running fair round robin assignment for Salesforce leads without a heavy custom build. For day-to-day queues it pairs naturally with support ticket routing and priority routing.
Frequently asked questions
Why did Salesforce Omni-Channel stop assigning work in 2026?
The most common 2026 cause is the retirement of Standard Omni-Channel in the Summer 26 release. Orgs that did not migrate to Enhanced Omni-Channel had routing switched off, so no work is assigned org-wide. Production saw this around mid-June and sandboxes earlier. If routing went quiet around a release with no config change on your side, check whether Enhanced Omni-Channel is enabled first.
How do I fix Omni-Channel not routing to agents?
Work through it in order: confirm Enhanced Omni-Channel is enabled with its prerequisites met, verify at least one agent is Online in a presence status that accepts the work type, check that the team is not at full capacity, trace the queue and routing configuration for the failing object, and confirm an available agent holds each required skill. Most outages come down to one of those.
Does Omni-Channel need agents to be Online to assign work?
Yes. Omni-Channel only assigns an item to an agent who is Online in a presence status configured to accept that work type and who has spare capacity. If everyone is offline, Busy, or in a status that does not accept that channel, the item waits in the queue. Have agents open the Omni-Channel widget and confirm their status before assuming a deeper config problem.
What is the difference between Standard and Enhanced Omni-Channel?
Enhanced Omni-Channel is the current, real-time routing engine that replaced Standard Omni-Channel, which Salesforce retired in Summer 26. Enhanced requires Hyperforce, the SCRT2 domain on your allowlist, and acceptance of the AWS terms behind the real-time service. It supports more channels and features, but orgs must actively migrate; the switch is not automatic, and non-migrated orgs stop being assigned work.
Stop hand-sorting your incoming work
Route every ticket, lead, and request to the right available person by skill, workload, and availability, using rules you control, and every assignment shows why. Rules you control, no black box.