Omni-Channel for Administrators - Salesforce

Omni-Channel for Administrators

Salesforce, Winter '24

@salesforcedocs

Last updated: December 7, 2023

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CONTENTS

Route Work with Omni-Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Understand the Details of the Routing Lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Choose Your Routing Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Configure Your Routing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Prioritize with Interruptible Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Set Up Omni-Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Guided Setup Flow for Routing Cases with Omni-Channel . . . . . . . . . . . . . . . . . . . . . . . . . 64 Enable Omni-Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Create Service Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Add the Omni-Channel Utility to the Service Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Set Up Omni Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Set Up Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Set Up Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Access Omni-Channel Setup Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Migrate from Legacy Live Agent to Omni-Channel for Chat . . . . . . . . . . . . . . . . . . . . . . . . . 112

Test Your Omni-Channel Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

ROUTE WORK WITH OMNI-CHANNEL

Use Omni-Channel to route work items to queues, agents, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows.

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience Omni-Channel is available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Omni-Channel routes work based on the defined routing logic. When an agent is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the agent's capacity consumed by the work item. But the declined work item remains owned by the declining agent until the work is routed again. If the agent declines a work item or doesn't accept the work item in the specified time period, Omni-Channel doesn't try to route that work item to that agent again. If an agent accepts the work, they can transfer the work to another agent.

Understand the Details of the Routing Lifecycle When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork. Choose Your Routing Destination Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your agents? Then we have a treat for you. Omni-Channel pushes work items to the right agent at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to agents, skills, queues, or bots. Configure Your Routing Rules You can use these ways to route work. Prioritize with Interruptible Capacity When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away.

Understand the Details of the Routing Lifecycle

When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork.

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience Omni-Channel is available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

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