Route Calls with Flows, View Real-Time Queue Metrics, and Auto-Open Relevant Records on Calls (Pilot)
Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions.
All models of Service Cloud Voice are available as an add-on license in Service and Sales Clouds. Service Cloud Voice with Amazon Connect and Service Cloud Voice with Partner Telephony from Amazon Connect are available as an add-on license in Government Cloud.
- Dynamic flow-based routing: Direct callers to the appropriate queue or preferred agent, creating an efficient and productive customer service experience.
- Real-time queue metrics in Omni-Channel Supervisor: Monitor your voice queues to better support agents and recognize potential service gaps.
- Custom screen pops on voice calls: To set up screen pops, build an invocable action on the Omni Flow. When an agent accepts a call, the flow’s screen pop configuration determines which records automatically open as subtabs. For example, open a related contact, lead, opportunity, or any custom object.
How: Contact your Salesforce representative to join the Omni-Channel Flow for Voice pilot.