Omni-Channel Routing

What is Omni-Channel Routing?

Salesforce Omni-Channel is responsible for routing customer conversations and other work items to available service agents.

For Web Chat, Omni-Channel helps determine which agent should receive a customer conversation based on the configured routing setup.

Why Routing is Important

A customer conversation needs to reach the right service agent efficiently.

Routing configuration determines how Salesforce handles the work and which agents are eligible to receive it.

Queue

A queue represents a group of agents who can handle a particular type of customer conversation.

When a conversation is routed to a queue, Salesforce can look for an available agent who is a member of that queue.

Routing Configuration

Routing configuration determines how work is assigned to service agents.

It can define factors such as priority, routing model and the amount of work an agent can receive.

Agent Availability

An agent must be available and properly configured to receive a routed Web Chat conversation.

Queue membership, Omni-Channel presence and the agent's capacity can affect whether the agent can receive new work.

How the Routing Process Works

A simplified Web Chat routing process can be represented as:

What Happens When an Agent is Available?

When an eligible agent is available, Omni-Channel can deliver the conversation to that agent.

The agent can then accept the work and begin communicating with the customer.