Steps to Setup OMNI Channel and Benefits

Steps to Setup OMNI Channel and Benefits

What is OMNI Channel?

In my previous post I have explained the steps to set up live agent (Live Agent Setup), with this post I will explain Omni channel with queue base routing.

Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Omni-Channel is a routing tool where you need to enable and configure the required settings, once you are done with the configuration you need to add it to console app (Sales / service), it will automatically route work items to available Agents in real time. You have an option to configure routing rules to assign cases, chat transcripts to support agents through Omni-Channel or configure routing rules to assign leads to sales team. Omni-Channel currently supports leads, cases, chats, SOS video calls, social posts, orders, Live Message (Classic / Lightning) and custom objects with the goal to be getting the right work to the right person who has the capacity to help.

Enable OMNI Channel:

To enable Omni channel you need to navigate to settings, steps to enable OMNI.

Salesforce classic: Setup à App Setup à Customize à Omni-Channel à Omni-Channel settings

Lightning: Setup --> Feature Settings --> Service --> Omni-Channel à Omni-Channel Settings

Once you are done with enabling Omni – Channel, let move forward and create service channels.

Service Channels: Follow below path to create service channels.

Salesforce classic: Setup --> App Setup --> Customize --> Omni-Channel --> Service channels

Lightning: Setup --> Feature Settings --> Service --> Omni-Channel --> Service channels

Here you can create a Service Channels for few standard object like Leads, Cases, Chats and Custom objects.

Create routing configurations: Follow below path to create routing configurations.

Salesforce classic: Setup--> App Setup --> Customize --> Omni-Channel --> Routing configurations

Lightning: Setup --> Feature Settings --> Service --> Omni-Channel --> Routing configurations

 

Overflow Assignee: Set the User or queue to route work items if your org reaches Omni-Channels limits. Only user or queue who have access to these objects that the queue using this routing configuration.

Routing Priority: This will determine the order of the work Item that routed to agent. This will determines order in which work items across your Omni-Channel queue get pushed to available agents.

Routing Model: The routing model determines how to evenly distribute work items to your agents. It acts as a tiebreaker if two or more agents qualify to take on the same work item. Least Active routes to the agent with the fewest number of open work items. Most Available routes to the agent with the most open capacity in proportion to their set capacity.

More Information you can find in below article:

https://help.salesforce.com/articleView?id=service_presence_routing_options.htm&type=5

 

Push time-Out (Seconds): Amount of time agent can accept the work before it routed to another qualified agent.

Units of Capacity: The number of units a work item consumes from the agent's capacity. For example, a case might have 2 units of capacity, which means an agent with a capacity of 4 can handle two cases at a time.

Lets consider You have adjusted Units of capacity as 2. Agent full capacity 6. Every time agent accepts new chat it will consume 2 from agent total capacity. 

Create Presence statuses:

Salesforce classic: Setup --> App Setup --> Customize --> Omni-Channel --> Presence Statuses

Lightning: Setup --> Feature Settings --> Service --> Omni-Channel --> Presence Statuses

This indicates whether the agent is online or offline. You have two option where you can select.

>> Online indicates user is available to accept work items, system will start routing work items

>> Offline and not able to accept any more work requests

>> Service channel section indicates that the presence status is assigned to which service channel

>> We can add multiple service channels to presence status

>> Once agent select his status as this (online), then they will start receiving work Items. If selected offline, they will not receive work.

Presence Configurations:

Here you can specify you agents overall capacity, means max amount of work an agent can accept at a time.

Salesforce classic: Setup --> App Setup --> Customize --> Omni-Channel --> Presence Configuration

Lightning: Setup --> Feature Settings --> Service --> Omni-Channel --> Presence Configuration

Capacity: Maximum number of work items that an agent can handle at a time.

Automatically Accept Requests: The agents who are assigned to this configuration, Agent can accepts the chats automatically 

Allow Agents to Decline Chats: If you enable this, agent have privilege to decline work Item

Update Status on Decline: Change agent status on work Item Decline

Allow Agent to choose a Decline Reason: Enables agents to select Decline reason why they are declining

Update Status on push Time-Out: Change agent status on work request is timeout

Request Sound Enabled: Plays the sound in agent widget when new request comes

Disconnect Sound Enabled: Plays the sound in agent widget when new agent disconnects

Assigned Users: List of agent assigned to the presence configuration

Assigned Profiles: Profile assigned to the presence configuration

Presence Decline reasons:

Salesforce classic: Setup --> App Setup --> Customize --> Omni-Channel --> Presence Decline reason

Lightning: Setup --> Feature Settings --> Service --> Omni-Channel --> Presence Decline reason

>> Agents select a reason when they decline a work item. Decline reasons help your supervisor to understand why you decline the work.

Create Queue and assign it to Routing Configuration:

>> Classic: setup --> from quick search --> search for ‘Queue’

>> Lightning: Setup --> From quick search --> search for ‘Queue’

>> Let’s consider if you are creating a queue for Chat, select object as Chat Transcript (Formerly live Chat Transcript) and add the routing configuration that you have created in previous steps.

>> Add queue members (select a type of member, then choose the group, role, or user from the "Available Members" and move them to the "Selected Members.)

Change Routing Type on Chat Button: Follow below path to update the routing type 

Setup --> App Setup --> Customize --> Chat (Formerly live agent) --> Chat Sessions --> Chat Buttons & Invitations

 

>> Select Routing type in chat button as ‘Omni-Channel Queue’

>> Select the queue which you have created in previous step, to route chats to agents

Add Omni Widget to your console App:

Classic: Setup --> App Setup --> Customize  --> Apps --> Edit Select Console where you wanted to add Omni Widget

>> From Choose console components, you can move Omni-Channel from Available Items to Selected Items and then save

 

Lightning: Setup -->  Search for App Manager from Quick Search --> from List Edit the console app --> Go to Utility bar and add ‘Omni-Channel’

Grant Access to Presence Statuses:

>> Go to agent profile --> Service Presence Statuses Access --> Add relevant presence statuses to ‘Enabled Service Presence Statuses’ and click save.

>> Omni skill based routing and Enable Secondary Routing Priority will be available in next post.

That’s all for now