Omni Channel Setup - Chirag-ahir/SFC-Preparation GitHub Wiki
Omni-Channel is a powerful customer service feature that helps route various types of work items (like cases, leads, chats, and tasks) to the most suitable, available agents in real time. It enables organizations to manage and balance their agents' workload efficiently by automatically distributing these items based on predefined routing rules and agent capacity.
Step 1: Enable Omni-Channel.
Step 2: Create a new service channel.
Step 3: Create routing configurations. There are three types of routing available
- Queue based routing
- Skill based routing
- External routing
Step 4: Assign routing configurations to queues while creating new Queue.
Step 5: Create presence configurations. Here you can Specify capacity of agent and other settings.
Step 6: Create presence statuses. Here you can create a new status for your agents and assign it to existing channel.
Step 7: Add presence statuses to profiles. Go to service user profile edit page and make status available for them.
Step 8: Add the Omni-Channel box to the user interface (UI). Go to lightning app manager and edit service console, Add omni channel in utility items. You can add omni supervisor in a similar way to Navigation Items
If you don't want to do manual work, you can configure omnichannel using Service Setup also.
Grant access of omni supervisor tab to system admin and supervisors only
Go to service agent profile and make the tab visibility as default off of Omni Supervisor Tab
What is agent capacity? Agent Capacity in Omni-Channel refers to the amount of "work" a customer service agent can handle at any given time.