Omni-Channel

What is it?

In a contact center , most important thing is that we need to connect the right information to the right people at the right time. Omni Channel is used to route customer inquiries/cases to qualified support agents based on agent’s capacity, priority, skillset, etc. Salesforce stores the objects in queues until an agent is ready to receive them.

Before Omni-Channel was introduced , Agents needs to pick up cases from queue as per their discretion or we have to configure some assignments with custom implementation. This may create some discrepancies in managing the contact center effectively. Mostly reflecting scenarios like sometimes an agent might be overloaded or some one may take an advantage not picking cases on time and spending too much time in closing a request.

Whereas in Omni-Channel, When we associate a queue to a routing configuration, Salesforce routes the work in that queue to agents based on the routing model, size, and priority we’ve set. Omni-Channel Presence allows our agents to indicate when they’re available for work, and for which service channels. Managers can monitor all these features using Omni-Channel Supervisor so they always know where their team is in relation to their service level goals. Omni-Channel routes all assignments to the correct agents automatically. Agents no longer have to pick and choose work assignments manually from a queue, which saves time and effort all which can be configured declaratively—that is, without writing code!

What all components/configurations are required for Omni-Channel Set Up

Enable Omni-Channel:

Setup -> Home-> Omni-Channel -> Omni-Channel Settings -> Select Enable Omni-Channel Checkbox -> Save 

Service Channels: Service channels let us manage sources of work and their priority compared to other work items. After we create service channels, we’ll associate them with queues, which determine how work items are routed to our agents. We can create separate service channels for a case, lead, SOS session, or even a custom object.

Setup -> Home-> Omni-Channel -> Service Channels -> New -> Save 

Routing configurations: Routing configurations determine how work items are routed to agents. Use them to prioritize the relative importance and size of work items from your queues.

Routing Priority-The order in which work items from the queue that are associated with this routing configuration are routed to agents. Objects in queues with a lower number are routed to agents first.

Routing Model-Determines how incoming work items are routed to agents who are assigned to the configuration’s service channel.

  • Least Active-Incoming work items are routed to the agent with the least amount of open work.
  • Most Available-Incoming work items are routed to the agent with the greatest difference between work item capacity and open work items.

Push Time-Out (seconds)-Sets a time limit for an agent to respond to an item before it’s pushed to another agent.

Units of Capacity-Indicates the amount of an agent’s overall capacity that’s consumed when the agent is assigned a work item from queues that are associated with this configuration

Percentage of Capacity-The percentage of an agent’s overall capacity that’s consumed when the agent is assigned a work item from queues that are associated with this configuration.

Setup -> Home-> Omni-Channel -> Routing Configurations -> New -> Save 

Presence Configurations: The percentage of an agent’s overall capacity that’s consumed when the agent is assigned a work item from queues that are associated with this configuration.

Capacity-Determines the agent’s maximum capacity for work.

Automatically Accept Requests-Automatically accepts work assignments that are pushed to an agent. These work items open automatically in the agent’s workspace, so the agent doesn’t have to accept these work items manually from the Omni-Channel footer component.

Allow Agents to Decline Requests-Allows agents to decline incoming work items. If Automatically Accept Requests is enabled, agents can’t decline requests.

Update Status on Decline-Automatically changes the agent’s status to the status that you specify when the agent declines a work item.

Allow Agents to Choose a Decline Reason-Allows agents to choose a reason when declining work assignments.

Update Status on Push Time-Out-Automatically changes the agent’s status when a work assignment that’s been pushed to them times out.

Request Sound Enabled-Plays a sound in the agent’s widget when a work request is received.

Disconnect Sound Enabled-Plays a sound in the agent’s widget when the agent loses connection with Omni-Channel.

Available Decline Reasons-Indicates the decline reasons that are eligible to be assigned to the configuration.

Selected Decline Reasons-Indicates the decline reasons that are assigned to the configuration.

Assign Users: Assign eligible users to the configuration to give them access to Omni-Channel functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile.

  • Available Users-Indicates the users who are eligible to be assigned to the configuration.
  • Selected Users-Indicates the users who are assigned to the configuration.

Assign Profiles: Assign eligible profiles to the configuration to give users who are associated with the profiles access to Omni-Channel functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile.

  • Available Profiles-Indicates the user profiles that are eligible to be assigned to the configuration.
  • Selected Profiles-Indicates the user profiles that are assigned to the configuration.
Setup ->Home -> Presence Configurations-> New -> Save

Set Up Omni-Channel with a Guided Setup Flow

Guided setup flow is the easiest way to configure an Omni -Channel. If we are using this guided flow, this will automatically configure many steps for us which we may need to touch for any kind of customization. This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking gear icon and selecting Service Setup. This will be,

  • Enabling Omni-Channel
  • Creating a queue to hold incoming cases until they’re routed to an agent
  • Creating a routing configuration and a presence configuration, which work in tandem to control agents’ workload and set the priority for work in our queue
  • Selecting the users who can receive work requests
  • Setting agent capacity and the work item size for cases that come in through your new queue
  • Add the Omni-Channel utility to the default Lightning Service Console app

Test the Omni Channel

App Launcher -> Service Console ->Open a Case.

Create a new case and move to queue configured in omni channel

We get a request to accept the case/chat

Once we accept it, it will be added from New to My work. 

Additionally, you can track the agent’s performance.  For this add Omni Supervisor tab to the console application.

Setup -> Home -> App Manager -> Service Console -> Edit ->Navigation Items->Add Omni Supervisor-> Save 

Supervisor can see how the omni channel is dealing with the agents, how agents are occupied, and how the queue is maintained.

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