What Is the Agent Experience?
The agent experience describes what happens after customer work reaches Salesforce and becomes available to a service agent.
Depending on the channel and integration, an agent may receive Web Chat conversations, voice calls, cases or other customer-service work through the Salesforce service workspace.
Agent Presence
Agent presence determines whether an agent is currently available to receive new work through Omni-Channel.
An agent can be logged into Salesforce and still be unavailable for a particular type of work if their Omni-Channel presence status does not allow new work.
- Available — The agent can receive eligible work.
- Busy — The agent should not receive new work.
- On Break — The agent is temporarily unavailable.
Agent Capacity
Salesforce Omni-Channel also considers how much work an agent is already handling.
Capacity prevents Salesforce from assigning additional work when the agent has reached the configured limit.
If the agent has reached their configured capacity, new work can remain in the queue until another eligible agent becomes available.
When an Agent Receives Web Chat
When a customer starts a Web Chat conversation, Salesforce evaluates the configured Omni-Channel routing and looks for an eligible agent.
The conversation can then appear in the agent's Omni-Channel workspace, where the agent can accept and handle the customer interaction.
When an Agent Receives an Incoming Call
In a contact-center environment, an incoming customer call can pass through several components before reaching an available agent.
Depending on the integration, the agent can handle the interaction while working with customer information and service records in Salesforce.
CTI and the Agent Workspace
Computer Telephony Integration (CTI) connects telephony functionality with the agent's business application.
Depending on the integration, agents may be able to answer calls, make outbound calls, change their availability and manage customer interactions from within the Salesforce environment.
Customer Context and Screen Pop
One of the important benefits of integrating a contact-center platform with Salesforce is the ability to connect customer interactions with CRM information.
Depending on the configuration, an incoming interaction may allow the agent to locate a customer record, contact or case associated with the interaction.
Typical Agent Workflow
The exact workflow depends on the Salesforce and contact-center configuration, but the overall process can be represented as follows:
The goal is to provide the agent with the right interaction and the relevant customer context so the customer can be assisted efficiently.
What Makes an Agent Eligible?
Being logged into Salesforce does not automatically make an agent eligible for every type of customer work.
Omni-Channel evaluates multiple conditions before offering work to an agent.
What We Will Explore in TeleLab
In future hands-on labs, we will explore how the Salesforce agent experience works with Web Chat, Omni-Channel and Talkdesk.
- Understand agent presence
- Understand Omni-Channel work delivery
- Test Web Chat delivery to an agent
- Explore CTI and voice interactions
- Understand customer context and screen pop
- Explore agent workflows in Salesforce
- Test customer interaction scenarios