Omni is all about getting the right work to the right person at the right time. Omni Channel routes the work based on relative priority. Omni-Channel directly will not pick the object records. It only picks the records of the objects which are routing enabled in Service Channel. Omni-channel treats any record as work items, irrespective of which object record it is! Work item which comes into omni channel is routing enabled. Omni Channel supports Cases, Leads and Custom objects that don’t have a master object.

1. by Vivek Chakravarthy

2. Live Scenario1:
• There are two customers waiting in in Queue with the same request.
• You want to first address the VIP Customer then the Non-VIP.
• Omni helps in assigning the request of the VIP Customer first then the Non-VIP Customer.
VIP
Non-VIP

3. Susheel (Manager)
Shwetha Ashik Nandhini Raksha Vivek Manjula Aakash N Dharani Shashidhar
GXP-Dev Engage-Dev
GXP-Testing Engage-testing
5555555 5
1 2 2 2 3 2 2 2
5
2
2
1
2
1 P1P2
P2P1
GXP-DevGXP-Testing Engage-Dev Engage-Testing
• Susheel is a Team Manager, who takes the responsibility of dispatching the work he get with in his team.
• He has his team grouped by different skill sets with their own respective Priorities.
• In this example there are 2 Applications GXP and Engage.
Below example depicts how Susheel will be dispatching the work he get to his team.
Live Scenario2:

4. Manager
Importance
Type of Work
Age of Work
Availability
Capacity
• For the Example: 1 manager/4 different types of work/2 different types of Priorities/the Profiles with different
capacities of work & the availabilities of the users
• [Vision from Omni Channel: 1 Omni-channel/4 queues/2 routing configurations/n Presence configurations &
Presence Statuses]
Omni-Channel replaces the part of Manger’s work in dispatching the case to
the right skillsets and priorities.

5. • How do we enable Omni channel for our Org?
• What happens after enablement?
• What do we specify at Queue Level?
Lets start with 3 Questions!!
Pre-Requisites:
• Omni channel is a standard console component(once you enable omni channel this component is visible
in the console footer).
• At the Queue level, the object for which this queue is created and the user part of this queue is
configured.

6. Omni-channel
• Omni is all about getting the right work to the right person at the right time.
• Omni Channel routes the work based on relative priority.
• Omni-Channel directly will not pick the object records. It only picks the records of the objects which are
routing enabled in Service Channel.
• Omni-channel treats any record as work items, irrespective of which object record it is!
• Work item which comes into omni channel is routing enabled.
• Omni Channel supports Cases, Leads and Custom objects that don’t have a master object.

7. Omni basically consists of below four main Objects:
• Service Channel – Objects in scope for omni-channel are enabled here!
• Presence Statuses – User Availability Statuses are created here!
• Routing Configuration – Preferred method of routing depending on the Priority of the
record is configured here!
• Presence configuration – specific configurations of the users and Profiles are
configured here!

8. Presence Status
• Presence statuses are to define the availability of the agents.
• At the presence Statuses, the object for which the status should appear is selected. (Only the objects
which are enabled in service channel are appeared here.)
• Profile level restriction can also be given

9. Routing Configuration:
• Routing Configuration control the Priority, Urgency and size of the work request.
• Items are routed first by the priority of the queue, then by age of the work requests(Oldest items are Routed
first).
• Omni channel routes items to available, capable agents with capacity.
• Push time-out sets a timer for how long an agent has to accept or decline a work request before it’s pushed
to another agent.
• Routing Model(Least Active/Most Available):
Least active – Omni routes the cases to the agent who is working on the least number of work items.
Most Available – Omni routes the cases based on difference between Agent’s total Capacity(defined in
Presence Configuration) and the total units of capacity(sum of capacities of each work item defined in
respective Routing Configuration) the agent is working on.
• Over flow assignee in Routing Configuration means that, If your org reaches the Omni-channel Limit, the
records can be routed to that Assignee. The Assignee can be a user or a Queue.
On what basis do anyone want to route the work item?

10. • Any user can be part of only one Presence Configuration at a time.
• Capacity: Total Units of capacity user can be assigned at any point of time.
• Update status on push timeout: create a separate status with Busy type and assign it to push time in
presence configuration.
• Auto accept request : User is given no access to accept a case the case will be auto assigned depending
on the available capacity.
Concept of declining Work Requests:
What happens when you’re an agent assigned to the High-Priority queue, and you receive a work request for
something like “A customer can’t find our FAQ page”? – This is where declining the work request comes into
picture.
• Decline request: This ensures the same request doesn’t come back around to the agent who declined it.
• Presence decline reasons - Incorrect queue (Users can decline the work request and mention the decline
reason while declining)
Presence Configuration

11. • Cases comes in with a defined Queue Ownership –> Later - Below is the flow
Service channel
Custom
object 1
cases
leads
Work items
Omni
channel
2.RC
Capacity
1.User
Availability
status
4.Routes as
per the
Routing
stack
3.Filtersout
the users
with
capacity

12. Routing Stack
Capacity = 5
Units left = 3
Capacity = 5
Units left = 2
Capacity = 5
Units left = 2
Capacity = 5
Units left = 5
Capacity = 5
Units left = 3
Agents Availability
1
2
3
4
5

15. Omnichannel Supervisor:
• This is used for monitoring Work items in the Queue, Agents Availability.
Live Demo - >

16. Any Questions?