To use Lightning Omni-Channel Routing, you must have Omni-Channel enabled in your org. Then add the Omni-Channel utility to a Service Console app using the App Manager.
- Let Agents Accept and Decline Work in the Omni-Channel Utility
When you add the Omni-Channel utility to the Service Console app, agents can accept or decline incoming work requests based on their presence status settings. You can enable push time-out, and auto-accept or decline reasons. You can also set an agent’s presence status to change to an offline status when declining a request or a request times out.Agents can set their presence status using the Omni-Channel utility.
If decline and decline reasons are enabled, agents can decline work and provide a configured decline reason.
- Agents See Different Omni-Channel Notifications with Lightning Experience
Visual Omni-Channel notifications are different in the Lightning Experience Service Console app.
The minimized utility changes color to let the agent know there’s a new request.
The number of requests isn’t displayed in the minimized utility.
- Considerations for the Omni-Channel Utility
The Omni-Channel utility is a beta feature with known limitations. Objects that aren’t supported in Lightning Experience can’t be routed with Omni-Channel in the Lightning Service Console. Also, active time tracking and Omni-Channel Supervisor aren’t supported in Lightning Experience. To use Omni-Channel Supervisor, switch to Salesforce Classic.You can’t route the following objects with Lightning Omni-Channel Routing because they aren’t currently supported in Lightning Experience:
- Live Agent chats
- SOS calls
Active Time tracking is unavailable for agents using Lightning Experience. You can see active time data only for agents using Salesforce Classic.
Omni-Channel settings, including enabling Omni-Channel, are available only in Salesforce Classic.