Salesforce Omni-channel

 Omni-channel Channel Types :

Omni-channel is capable of working with two types of channels :

1.Real-time Channels 

2.Asynchronous Channels 

1.Real-Time Channels :

Real-Time Channels are Channels where the person asking support is expecting a real-time answer to their request.

For example, Phone calls or live chat.

2.Asynchronous Channels

Asynchronous Channels are Channels where the person asking support is expecting a reply to their request at a later time.

For example emails or contact forms.

Omni-channel Routing Destinations :

Omni-channel can route Work Items to 3 different destinations.

1.Route to Queue

2.Route to Skill

3.Route to Agent 

1.Route to Queue :

Work items fall in a Queue of Users where Users are then picking up work first-in first-out.

2.Route to Skill :

Work Items are Assigned to the Agents that have the proper skills to work on the request.

3.Route to Agent :

Work Items are assigned to a specific Agent directly.

Omni-Channel Agent Properties :

Agents have properties that Omni-Channel uses in order to select which agent is 

better suited to receive a work Item based on its Routing Destination.

1.Status & Capacity

2.Skills

3.Queue Membership

1.Status & Capacity :

Agents all have a Status,which models their availability, and a Capacity,which models the maximum amount of work they can take.

Examples of Statuses are : Away,Available,On Break

2.Skills :

Agents have a set of Skills that they can leverage to take certain work items.

Work Items can require one or multiple skills to be assigned.

Example of Skills are : English, 2nd Tier,Robot Butler Maintenance

3.Queue Membership:

Agents can be assigned to specific queues,and thus work on Work Items that fall in those Queues.

Examples of Queues are : Billing,Complaint

Omni Supervisor Features :

Supervisors get access to the Omni Supervisor function in Omni-Channel in order to monitor their team easily.

1.Monitor Agents 

2.Monitor Work Backlogs

3.Monitor Assigned Work

Monitor Agents :

Supervisors can monitor the Agents they have access to through the Supervisor Configuration assigned to them.

This includes,the Agent status and status timeline,the Agent's current work and open capacity,how long they've been logged in.

Monitor Work Backlogs :

Supervisors can monitor specific Skill & Queue backlogs to gauge how much work is left to be assigned to agents.

This allows them to have simple visibility on where to focus their efforts.

Monitor Assigned Work :

Supervisors can monitor work that's being worked on.

Using specific channel functionalities,they can even listen in on phone calls,

or see what agents are typing in the chat even before they've sent it.

TelePhony in Salesforce Service Cloud :

1.Open CTI

Open CTI is a telephony javascript API allowing vendors of telephony systems to develop integrations to interact with a 

Salesforce Softphone directly on the end-user's browser.

2.Vendor-Specific Implementation

Vendors also have the possibility to integrate deeper into Salesforce by integrating

with specific Service Cloud functionalities like Omni-Channel or Service Cloud Voice.

Vendor TelePhony Integration Levels :

1.Simple Integration-pure Open CTI integration

A vendor that integrates with Open CTI will only provide a Web-based softphone client for end-users to 

interact with. This means the integration is limited and doesn't integrate with Omni-Channel.

2.Partial Integration -Open CTI with additional functionalities 

A vendor can also add additional functionalities to their integration.

In that case, you have to look at your vendor's documentaion to ensure 

Omni-Channel is included as part of their additional functionalities.

3.Complete Integration - Service Cloud Voice 

A vendor that maintains a Serice Cloud Voice implementation is the most complete 

telephony integration you can find as this leverages Salesforce as the central place

for all telephony actions to happen.

TelePhony & Omni-Channel Integration Benefits :

1.Bi-Directional Agent Status Syncing

One of the key benefits of integrating your telephony in Omni-Channel is that the agent's status 

synchronizes on both systems,allowing your agents to do it in one place only.

2.Handle Phone Calls right from Omni-Channel

 Once integrated,phone calls can be managed inside of Omni-Channel instead of your agents having to manage 

 two different windows,one for the softphone , and the other for Omni-Channel.

3.Record & Transcribe Phone Calls, and much more

 If your vendor implements those functionalities,you can even record and transcribe phone calls right from Salesforce.

 Other functionalities like 'Supervisor Listen In,'Queued Callbacks' or 'Mean Opinion Score'

 are functionalities your vendor cloud provide to you too.

 

Salesforce Chat :

To set up Chat in Service Cloud and route it to Omni-Channel.

 

1.Omni-Channel

Used to route the chat conversations based on your Omni-Channel routing.

2.Emabedded Service 

Used to embed your Salesforce Chat wherever you want (ex: website,app).

3.Einstein Bots

Used to filter your chats and gather pre-information before they arrive to your agents.

4.Agent Chat Console

Used by your agents in order to interact with the chats they have open with customers.