Service cloud omni-channel

 omni-channel channel types :

omni-channel is capable of working with two types of channels.

--> Real -Time Channels

--> Asynchronous Channels

Real - Time Channels :

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

ex : Phone calls or live chat

Asynchronous Channels :

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

ex : emails or contact forms

Omni-Channel Routing Destinations :

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

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 Destinations.

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.

ex : Statuses are : Away, Available,On Break etc

 

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. 

ex : Skills are : English, 2nd Tier,Robert Butler Maintenance etc

3.Queue Membership

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

ex : Queues are : Billing,Complaint

Omni Supervisor :

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 include, the Agent status and status timeline, the Agent's Current work and open capacity, how long theyve been logged in etc.

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:

Supervisor 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.