Omni-Channel: Skills-Based Routing Improvements and Chat Monitoring
Enjoy more flexibility over how Omni-Channel assigns work items in your org. Route work items using both queue-based routing and skills-based routing simultaneously in the same org. Route Live Agent chats to the right agents with skills-based routing (a beta functionality). Support managers can keep an eye on work routed by queues and by skills in Omni-Channel Supervisor. Some Omni-Channel Supervisor tabs have new names to clarify what information they show. Let supervisors monitor chats in progress so that they can help out as needed, and give supervisors a preview of what agents and customers are typing.