Salesforce OmniChannel/Live Agent(Chat)

Salesforce Service Cloud End2End demo(Omni/LiveAgent/Bot/Case Management/Escalation) - https://www.youtube.com/playlist?list=PLReSpXrazNv515d00Mzo8eN4UifPNIkNL

 

OmniChannel Skill based routing demo video here -

 

 

What is Omni Channel:

Omni Channel is used to route any type of incoming work items to most qualified , available agents.
Omni Channel works in both classic and lightning UX.
Configure Omni Channel declaratively ie without writing any code.
It routes all the work items automatically to the available agents.

Advantages of Omni Channel:
Agents no need to wait and choose the work Items, based on the configuration settings, whenever any agent is available omni channel routes the case to the available agent.
Agents no need to do cherry picking.
Faster, quicker and time/effort saving.

Types of Omni Channel:
Queue Based → Assign agents to the queue
Skill Based → Assign skills to agents
External Routing → Third Party routing configuration

Configure Omni Channel:
Enable Omni-Channel.
Create Service Channels.
Create Routing Configurations.
Associate Routing Configurations and Agents with Queues.
Create Presence Configurations.
Create Presence Statuses.
Add the Omni-Channel Widget.

Create Service Channel:
Service Channel can be created for any Salesforce Object such as case, lead, SOS session, Custom Object.

Create Routing Config:

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

Routing Config Settings:
Routing Priority:
The order in which work items from the queue that are associated with this routing configuration are routed to agents. Objects in queues with a lower number are routed to agents first

Routing Model:
Determines how incoming work items are routed to agents who are assigned to the configuration service channel.

Push Time-Out (seconds):
Sets a time limit for an agent to respond to an item before it’s pushed to another agent.

Units of Capacity:
Amount of agents overall capacity


Routing Options:
Least Active
Agent A and B overall Capacity=5
Agent A have 3 active work items with capacity impact of 1.
Agent B has 1 active work items with capacity impact of 4
Because Agent A has a lower capacity impact than Agent B, incoming work items are routed to Agent A.

Most Available
Agent A and B overall Capacity=5
Agent A have 3 active work items
Agent B have 1 active work items
Because Agent B has most capacity, incoming work items will be routed to Agent B.

Here is the Omni Channel Video link: 

https://www.youtube.com/watch?v=YQJXbw9astI&t=308s

 Live Agent Tutorial:
https://www.youtube.com/watch?v=gpgI4I8JnGI&t=722s

 

Limits 

Max Pending Routing Requests SOQL(100K) - 

SELECT Count() FROM Case WHERE OwnerId in ( SELECT Id FROM Group WHERE QueueRoutingConfigId != null )

 

Max Queued WorkItems -

SELECT count() FROM PendingServiceRouting WHERE QueueId = "Id of the queue"

Any questions reach out to us.