Omni-Channel for Lightning Experience

Add Omni-Channel to a Console

Setup > App Manager > New Lightning App > Name - Omni-Channel Console > Next > Console Navigation and Service Setup > Next > Add Utility Item > Omni-Channel and Next Add Accounts, App Launcher, Cases and Contacts ? Next > Subtabs of and Parent Account (Account) to make Cases and Contacts open as subtabs of the Account > Next Assign app to profiles by moving Custom: Support Profile, Standard User, and System Administrator to Selected Profiles > Save & Finish

Steps to Set up Queue-Based Routing

Setup > Omni-channel Settings > Enable Omni-Channel > Save > App Launcher > Service Console Gear > Service Setup > View All > Omni-Channel Setup > Start Create a Queue: Name - High-Priority Cases Name These Agents - Tier1 Agents Next Prioritize Work 1 = Highest priority Next Adjust Workload Work Item Size - amount of an agent's capacity that one work item consumes (5) Agent Capacity - total capacity (20) Next Finish

Create a Process for Omni-Channel to Route New Case using Skills-Based Routing

Setup > Process Builder > New > name - Skills-based Routing > Starts when a record changes > Save Add Object > Case > Start only when a record is created > Save Add Criteria > Name - No Criteria > Criteria for Executing Actions - No criteria -- just execute the actions! > Save Immediate Actions > Add Action > Type - Apex > Name - Skills-based Routing > Class - SkillsBasedRouting > Set Apex Variables > Add Row -Field - cases -Type - Field Reference -Value - Case ID > Choose Save > Activate > Confirm

How to Build Omni-Channel Report

Setup > Report Types > Continue > New Custom Report Type > Primary object - Agent Work > Report Type Label - Omni-Channel Reports > Description - Report using Omni-Channel data > Customer Support Reports > Deployed > Next > Save

How to Make Presence Status Available to Users

Setup > Users > Profiles > name of profile - System Administrator > Enabled Service Presence Status Access > Edit Available-Case > Add to Selected Service Presence Status > Save

Link Your Routing Configuration to a Queue

Setup > Users > Queues > Edit - High-Priority Cases Support Objects > Case > Add to Selected Objects Queue Members > Public Groups > All Internal Users > Add to Selected Users Queue Members > Users > add yourself > save

Add Omni-Channel Supervisor to Your Service Console

Setup > App Manager > Edit - Omni-Channel Console > Navigation Items > Omni Supervisor and add to Selected Items > Save > Back

How to Route a Case

App Launcher > Omni-Channel Console > Cases > New > High priority > from Web > Website is Down > Save

Assign Skills to Agents

App Launcher > Service Resources > New > enter Skill and level > enter start and end date > Save

Create Service Resources for Agents

App Launcher > Service Resources > New > name - agent's name > Active > select icon > Resource Type - Agent > Save

Uses of Omni-Channel Reports

Create custom report type that agents and supervisors can use to examine useful data -average wait times for queues, how much work each agent is handling, etc.

Set Up Skills-Based Routing

Identify which skills agents need (i.e. language, technical, and business) Service Setup > Omni-Channel Settings > Enable Skills-Based Routing > Save Omni-Channel > Skills > New > enter names and descriptions > skip assign users and profiles > Save Add Skills as a related list to newly enabled Service Resource object --Setup > Object Manager > Service Resource > Page Layouts > Service Resource Layout > Related Lists and drag Skills onto layout > Save

Create an Apex Action Class to Assign Skills to Work Items

Language is required for a work item, the priority is 1 (high) and routing model is set to Most Available Setup > Apex Classes > New > enter code > Save Global class SkillsBasedRouting { @ InvocableMethod public static void routeUsingSkills(List<String> cases) { List<Case> caseObjects = [SELECT Id, Description FROM Case WHERE Id in :cases]; for (Case caseObj : caseObjects) { // Add SkillsBased PendingServiceRouting PendingServiceRouting psrObj = new PendingServiceRouting( CapacityWeight = 1, IsReadyForRouting = FALSE, RoutingModel = 'MostAvailable', RoutingPriority = 1, RoutingType = 'SkillsBased', ServiceChannelId = getChannelId('Case'), WorkItemId = caseObj.Id ); insert psrObj; psrObj = [select id, IsReadyForRouting from PendingServiceRouting where id = : psrObj.id]; // Now add SkillRequirement(s) SkillRequirement srObj = new SkillRequirement( RelatedRecordId = psrObj.id, SkillId = getSkillId(caseObj.Description), SkillLevel = 5 ); insert srObj; // Update PendingServiceRouting as IsReadyForRouting psrObj.IsReadyForRouting = TRUE; update psrObj; } return; } public static String getChannelId(String channelName) { ServiceChannel channel = [Select Id From ServiceChannel Where DeveloperName = :channelName]; return channel.Id; } public static String getSkillId(String caseDescription) { String skillName = 'English'; if (caseDescription != null) { if (caseDescription.contains('Spanish')) { skillName = 'Spanish'; } else if (caseDescription.contains('French')) { skillName = 'French'; } } Skill skill = [Select Id From Skill Where DeveloperName = :skillName]; return skill.Id; } }

Omni-Channel

Lets you apply consistent business practices to incoming work items, regardless of channel Takes incoming work items and routes them to the most qualified, available support agents using routing criteria you define

Skills-Based Routing

Looks at skills required to complete a work item and matches these to the skills that are assigned to the agent

Ways to Manage Agent Workload

Manage agent capacity Know when agents are available for work

Multichannel Support

Offering customers multiple ways to get in touch

Set up Queue-Based Routing

Organize Work and Agents into Queues Define routing configurations

Three Factors used to Prioritize Work Items (Queue-Based)

Priority of the queue from which the work came Amount of time the work item has bene waiting The members of the queue who are available to receive new work

Routing Framework of Omni-Channel

Queue-based routing - organize agents into queues representing single skill (good for small companies) Skills-based routing - contact center routes work to the best agent for the job(good for large companies) External routing - lets company route work to service console (good for orgs that want to keep routing implementation that the org currently uses)

Service Channels

Ways customers can contact a company Phone, email, web forms, web chat, text, social media posts