Set Up Omni-Channel

Omni-Channel Presence Sync

Salesforce Omni-channel routes any type of incoming work item to the most available support agents in your Call Center. Agents can toggle between accepting work from Omni-Channel and accepting voice interactions in Acqueon Workspace.

To protect an Agent from being routed both voice and non-voice interactions simultaneously, set statuses to sync between Omni-Channel and Acqueon Workspace in the admin configuration.

Omni-Channel Setup in Salesforce

Before you map statuses in the admin configuration, make sure you have completed these configuration steps in Salesforce.

Enable Omni-Channel in Salesforce

This provides access to the objects that you will need to set up the feature in your organization. See Salesforce documentation.

Create Service Channel

Omni-channel picks the work items from their queues and routes them to the agents in real time. It lets you turn nearly any Salesforce object such as a case, lead, SOS session, or even a custom object into a work record. See Salesforce documentation.

1. When a service channel is created, fetch email service channel ID.

2. In the Salesforce Setup page, type service channel in Quick Find box.

3. Select Service Channels from the left menu pane.

4. Check the page URL. For example, if the URL of the page is: https://<salesforce_domain>/lightning/setup/ ServiceChannel/page? address=/0N97F000000YKRm, the alphanumeric value mentioned at the end of the URL is the ID of the selected email service channel. For above mentioned URL, the id is 0N97F000000YKRm.

Note

The Service Channel ID has a length of 15 characters. If the fetched ID is 18 characters long, omit the last three characters.

Create Routing Configuration

Routing configurations determine how work items are routed to agents. Use them to prioritize the relative importance and size of work items from the queues. That way, the most important work items are handled accordingly, and work is evenly distributed to the agents. To start routing work items to agents, create routing configurations and assign them to queues. See Salesforce documentation.

Associate Agent with Queues

Queues are a classic element of Salesforce that help your teams manage leads, cases, and custom objects. Agents do not have to select work items manually from queues because Omni-Channel routes work items to agents automatically. See Salesforce documentation.

Create Presence Configuration

Presence configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers. Your organization can have multiple configurations for different groups of agents who support different channels. See Salesforce documentation.

Create Presence and Assign to Users

Presence statuses indicate whether an agent is online and available to receive incoming work items or whether an agent is away or offline. See Salesforce documentation.

Set User Access to Presence Statuses

Once you have created your Presence Statuses for Omni-Channel, you need to set up how your users will access them. You can set access through permission sets or profiles. See Salesforce documentation.

Add Omni-Channel App to Salesforce Console

After you get Omni-Channel all set up for your organization, add the Omni-Channel Widget to the Salesforce console so that your agents can start receiving work.

Perform the following steps:

1. In the Salesforce Setup page, type App Manager in the Quick Find box.

2. Select App Manager.

3. Click Edit next to the Salesforce console app that you want to add the Omni-Channel widget to. In Utility Items, add a utility bar for common processes and select the tool Omni-Channel.

4. Click Save.

For more information, see Salesforce documentation.