Omni-channel setup in quick 15 minutes…

Omni-Channel enables your contact center to push work to the most qualified, available support agent in your organization in real time. Omni-Channel lets you create work items from your Salesforce records including cases, chats, leads, and custom objects and route them to the most qualified, available agents in your organization, all in real time. Omni-Channel integrates seamlessly into the Salesforce console, so it’s easy for your support agents to use.

For more details on Omni-Channel, you can check out the references detailed in the bottom of this page. Now, Lets jump into setting up a fresh Omni-Channel for our support agents.

Step – 1: Enabling Omni-Channel in Salesforce

The first thing you’ll need to do is enable Omni-Channel. Once you enable the feature, you’ll be able to set up the rest of the configurations you’ll need to start routing work to your agents.

To really get this party started, though, we need to learn about how to turn Salesforce objects into work items that can be routed to your agents. Let’s check out Service Channels!

1
Click on the checkbox to Enable Omni-channel

Step – 2: Service Channel configuration

Service Channels let you turn a Salesforce object, such as a case, lead, SOS session, chat, or even a custom object, into a work item. Once objects are converted into work items, Omni-Channel can route and assign them to agents.

2
Type the service channel name and api name as you desire. Then choose the object you want to associate as a separate channel.

Step – 3: Defining routing settings with “Routing Configurations”

Routing Configurations determine how your work items are routed to your contact center agents. These configurations let you prioritize the relative importance and size of work items across your Omni-Channel queues.

Speaking of queues, next, we’ll see how to associate your Routing Configuration with a queue so your agents can receive work items. Onward!

4
Enter the name and API name of the “Routing Configuration” as shown in the screenshot.
5
Set the “Routing Priority”,”Routing Model” and define the “Capacity” for each routing configuration.
3
You can see the list of “Routing Configurations” that has been created by you.

Step – 4: Using queues to route work items:

Omni-Channel harnesses the power of Salesforce queues to route work items to agents. Omni-Channel associates those queues with your Routing Configurations to route those work items to your agents in real time.

Let’s drill in and take a look at a couple queue settings that are important for Omni-Channel.

new queue
New Queue creation for case.

 

Step – 5: Associating routing configuration with queues

As we mentioned earlier, you’ll need to associate each of your Omni-Channel queues with a Routing Configuration. The Routing Configuration determines how the items in the queue get pushed to agents.

Your queue needs to support the same objects that you included in your Service Channels. That way, those objects can be funneled into your queue and pushed to your agents.

new queue mapping
Lookup to the Routing Configuration that has been already created.
  • Fill in the Queue Label and Api Name.
  • Select the Routing Configuration created in Step-3.
  • Select the salesforce object that you want the queue to be associated. [in our scenario it would be CASE object.]
  • Next step would be adding the agents to respective queues [as shown in next step].

 

Step – 6: Adding your agents as queue members

To be able to route the objects in the queue to your agents, you need to assign each of your agents as queue members. That way, Omni-Channel knows that those users can take ownership of the objects in the queue.

10 queue mem
During the queue creation you can queue members from this section.

Step – 7: Defining agent’s availability with Presence Statuses

Presence Statuses let your agents indicate how “present” they are to receive new work items throughout the day. “Online” statuses let agents receive work items from specific channels. “Busy” statuses let your agents indicate when they’re away from their desks or otherwise unavailable.

7
Type in the desired status you wanted to set for the service agents:  “Available for cases” or “Busy”
service presence
You can see all the Presence Statuses created for the whole Omni-channel here.

Step – 8: Defining agent’s omni-channel setting with Presence Configurations

We’re almost done! With Presence Configurations, we can determine how much work agents can take on at a time and what Omni-Channel behaviors they can access while they assist customers.

To get you started, Salesforce created the Default Presence Configuration for you, but you can have multiple configurations for different types of agents who handle different work items.

9
Creation of new Presence Configuration. 
  • Fill in the Presence Configuration name.
  • Developer Name is the api name.
  • Define the capacity for the agent. Capacity would be the individual capacity for the agent.
8
List of all created Presence Configurations available.

Step – 9: Give Users Access to Presence Statuses with Permission Sets

Make presence statuses available to agents who are assigned to certain permission sets.
Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. You can give users access to presence statuses through permission sets, or alternatively, through profiles.

  1. In Setup, enter Permission Sets in the Quick Find box, then select Permission
    Sets.
  2. Click the name of the permission set to which you want to give access to statuses.
  3. Click Service Presence Statuses Access.
  4. Click Edit.
  5. Select the presence statuses that you want to associate with the permission set. Agents who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them.
  6. Click Save.

Step – 10: Give Users Access to Presence Statuses with Profiles

Make presence statuses available to agents who are assigned to certain profiles. Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. You can give users access to presence statuses through profiles, or alternatively, through permission sets.

  1. In Setup, enter Profiles in the Quick Find box, then select Profiles.
  2. Click the name of the profile to which you want to give access to statuses.
    Don’t click Edit next to the profile name. If you do, you won’t see the correct page section where you can enable statuses.
  3. In the Enabled Service Presence Status Access section, click Edit.
  4. Select the presence statuses that you want to associate with the profile.
    Agents who are assigned to this profile can sign in to Omni-Channel with any of the presence statuses that you make available to them.
  5. Click Save.

ADDING THE OMNI-CHANNEL WIDGET TO THE SALESFORCE CONSOLE:

After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel widget to the Salesforce console so that your agents can start receiving work.
The Omni-Channel widget appears in the bottom right corner of the Salesforce console. From there, agents can change their presence status and triage their incoming work assignments.

  1. From Setup, enter Apps in the Quick Find box, then select Apps.
  2. Click Edit next to the Salesforce console app that you want to add the Omni-Channel widget to.
  3. In the Choose Console Components section, add OmniChannel to your list of selected items.
  4. Click Save.

 

 

Testing out your Omni-Channel Routing:

  • To test your implementation, route a work item to yourself through the Salesforce console.
  • Log in to the Salesforce console.
    Make sure that you log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only agent who’s signed in to Omni-Channel.
  • In the Omni-Channel widget, change your status so that you can receive incoming work items.
  • In the console, navigate to the record that corresponds to your current presence status’s channels.
    For example, if you’re logged in with a status that’s called “Available for Cases,” navigate to a list of your open cases in the console. We’ll assume that your “Available for Cases” status is associated with a cases service channel. After all, it wouldn’t make much sense if your “Available for Cases” status made you available for, say, leads, would it?
  • Select the checkbox next to the record that you want to route to yourself.
  • Click Change Owner.
    You’ll be redirected to the Change Case Owner page.
  • Select Queue from the Owner list.
  • Enter the name of the queue that you associated with your routing configuration.
    Sit back and relax. You’ll see an incoming request notification in the Omni-Channel widget within a few seconds.

 

 

References:

 

Please feel free to leave your comments/doubts about this post below.

7 thoughts on “Omni-channel setup in quick 15 minutes…

  1. Accepting cases – if an agent doesn’t pick up a case will it automatically route to the next available agent? What is the default timeout and can this be changed?

    Like

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