Omni-Channel Configuration

What is Omni-Channel?

Salesforce Omni-Channel is responsible for delivering customer work to eligible and available service agents.

For Web Chat, Omni-Channel works with queues, routing configurations, agent presence and capacity to determine which agent should receive a conversation.

Why Omni-Channel Matters

A Web Chat conversation should not simply be sent to any available Salesforce user.

Omni-Channel evaluates whether an agent is eligible to receive the work before delivering the conversation.

• Is the agent a member of the correct queue?
• Is the agent's Omni-Channel presence available?
• Does the agent have enough capacity?
• Is the agent configured to receive this type of work?

Key Omni-Channel Components

Several Salesforce components work together to deliver Web Chat conversations to service agents.

Agent Presence

Omni-Channel presence indicates whether an agent is available to receive new work.

An agent can be logged into Salesforce but still be unavailable for Web Chat if the agent's Omni-Channel presence status does not allow new work.

Example

• Available — Agent can receive work.
• Busy — Agent should not receive new work.
• On Break — Agent is temporarily unavailable.

Agent Capacity

Omni-Channel also considers how much work an agent is already handling.

Capacity prevents Salesforce from assigning more work to an agent than the agent is configured to handle.

Example

If an agent has reached their configured capacity, Omni-Channel can leave a new Web Chat conversation waiting in the queue until another eligible agent becomes available.

Routing Configuration

A routing configuration controls how work from a queue is distributed to service agents.

Important settings can include routing priority, routing model and push timeout.

Routing Model

The routing model determines which eligible agent should receive the next work item.

Salesforce provides routing models such as Least Active and Most Available, depending on the configuration used by the organization.

Queue + Routing Configuration

The queue identifies the group of agents who are eligible to handle the work.

The routing configuration determines how work in that queue is distributed among those eligible agents.

What Happens When a Web Chat Arrives?

When a customer starts a Web Chat conversation, Salesforce creates the required conversation records and evaluates the configured routing.

Omni-Channel then looks for an eligible agent who can receive the work.

1. The customer starts Web Chat.
2. The conversation enters the configured queue.
3. Omni-Channel checks eligible queue members.
4. Agent presence is evaluated.
5. Agent capacity is evaluated.
6. The conversation is offered to an eligible agent.
7. The agent accepts the conversation.

Our TeleLab Configuration

In our Salesforce Developer Org, we are using Enhanced Web Chat with queue-based Omni-Channel routing.

• Messaging Channel: Customer Web Chat
• Platform Type: Enhanced
• Routing Type: Omni-Queue
• Queue: Web Chat Queue
• Agent Presence: Available

What We Observed in the Developer Org

We tested the Enhanced Web Chat deployment and confirmed that the routing configuration is working.

• The customer opened the Web Chat.
• A Messaging Session was created.
• The chat request appeared in Omni-Channel.
• The agent was shown as Available.
• The conversation appeared in the Omni-Channel Inbox.

This confirms that the basic Web Chat routing path is functioning correctly.

Important Concept

Being logged into Salesforce does not automatically make an agent eligible for every type of work.

Omni-Channel uses multiple conditions to determine whether the agent can receive the conversation.