Push Work to Qualified, Available Support Agents with Omni-Channel (Beta)

Omni-Channel is the Service Cloud’s comprehensive customer service solution that pushes work to agents in real time, right from the Salesforce console!
Omni-Channel is available in: Enterprise, Performance, Unlimited, and Developer Editions

First, let’s get some legal jargon out of the way: This release contains a beta version of Omni-Channel that is production quality but has known limitations. You can provide feedback and suggestions for Omni-Channel on the IdeaExchange. For information on enabling this feature for your organization, contact Salesforce. Now, on to the fun stuff!

Use Omni-Channel to create work items from Salesforce records and route them to the most qualified, available agents in your organization. That’s right: You can automatically route most Salesforce objects in a Salesforce Queue—including cases, leads, chats, and SOS video calls—to your agents.

With Omni-Channel, you can set the priority of work items to make sure that critical assignments get taken care of quickly. You can manage your agents’ capacity and availability for work to ensure that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. Best of all, agents no longer have to pick and choose work items manually from a queue, and managers no longer have to triage or dispatch work to agents. Work is served to the most qualified available agent in real time!

Omni-Channel integrates seamlessly into the Salesforce console, so it’s easy for your support agents to use. Agents can accept work assignments right from the Omni-Channel widget in the console.
Omni-Channel in the Salesforce Console

Turn a Salesforce Record into a Work Item with Service Channels

Service Channels let you turn most Salesforce objects―such as a case, lead, SOS session, or even a custom object―into a work item. Omni-Channel then plucks these work items from their Queues—like flowers from the garden of agent productivity—and routes them to your agents in real time.
Service Channel Objects

Define How Work Items Are Pushed to Agents with Routing Configurations

Routing Configurations determine how work items are routed to agents. They let you prioritize the relative importance and size of work items across your Omni-Channel Queues. Since not all work items take the same amount of effort, use Routing Configurations to control the relative size of items in your queues so agents can give the right amount of attention to their work. That way, the most important work items are handled quickly, and work is evenly distributed to your agents.
Omni-Channel Routing Configurations

Assign Users and Routing Configurations to Queues to Start Pushing Work Items to Agents

Associate routing configurations with a Salesforce Queues. The items in that Queue are pushed to your agents based on the settings in the Routing Configuration. You can integrate existing Queues into Omni-Channel.

Available? Offline? Busy? Let Agents Define Their Availability with Presence Statuses

Presence Statuses indicate how “present” your agents are to receive work while they’re signed into Omni-Channel. Create statuses to indicate whether an agent is away or available to receive incoming work items.

Presence Statuses are associated with one or more Service Channels. Agents who are signed in with online statuses can receive work items from those channels. If you have agents who can handle different work items at the same time, those agents can log in with a Presence Status that’s associated with both of those channels.


Define Agents’ Omni-Channel Settings with Presence Configurations

Presence Configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers. You can have multiple configurations for different types or groups of agents who handle different work. Each agent can be assigned to only one Presence Configuration. Unless you assign them to another configuration, all your agents are assigned to the Default Presence Configuration, which Salesforce creates for you automatically to get you started quickly.

Use Presence Configurations to specify your agents’ overall capacity for work items―that is, the amount of work an agent can take on at a time. You can also indicate how agents can interact with work that’s assigned to them, such as whether they can decline assignments.
Omni-Channel Presence Configurations

Run Reports on Your Agents’ Availability and Work Assignments

Gain insight into your Omni-Channel agents’ activities with custom reports. You can run reports on your agents’ Presence Statuses and their work assignments.

Want to know how much time your agents spend in a certain state or make sure they’re meeting compliance standards? Run a report or create a dashboard on the User Presence object. The User Presence object tracks your agents’ statuses throughout their Omni-Channel sessions.

Maybe you want to take a peek at how your agents are managing their work assignments. Create reports on the Agent Work object to see how many work items your agents accept and decline, their average speed to answer, or average handle times.

Here’s an overview of how all the pieces of Omni-Channel fit together.
Omni-Channel Flowchart
To learn more about setting up Omni-Channel and efficiently pushing work items to your agents, see Set UpOmni-Channel.