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Service Cloud Omni-ChannelWinter ‘16 Release
Kendra Fumai
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Omni-Channel lets contact cent
type of work to their ag
Contact centers can manage
capacities, & availability so a
work - rather than ulling it !ro
Remove the a#ilit$ !or agents
ick-and-choose work and elim!or a manager to triage or dis
Work is pushed to the best, av
in the Service Console in r
Omni-Channel !or Service Cloud
Agent
Presence
Workload
Mgmt
Intelligent
Routing
Push &
creen Pop
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Omni-Channel !or Oerations
What types of work does the org
suort%
What&s the relative priority in which this
work should #e handled #$ the sta!!%
Which agents or sta!! can handle the
work in each channel%
!ow much workload can the di!!erent
agents handle across all the channels
the$ suort%
'ow much caacit$ do items !rom each
service channel consume o! the agent"s
capacity%
Concurrent Caacit$ Concurrent Caacit$
S e r v i c e
S a l e s
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Ke$ Caa#ilities /gent resence and ush 0anage availa#ilit$ and receive work in real-time
Presence# Set availa#ilit$ to receive
work items and view incoming work
re"uests. Status indicated in widget
!or agent !or ease o! use.
$otify and Accept# Presence #o
!lashes2rings+ and disla$s re"uest
t$e with otions to accet and
decline #ased on admin setu
%ustomie In
rimar$ com
tetual in!o
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Ke$ Caa#ilities /gent resence and ush (cont.) Work screen oed into Console uon accetance
creen Pop# /ssociated entit$
oed in contet to the agent
(in this eamle+ the 4ead)
'()I$I*I+$# Work items have statuses !or the routing+ accetance+ and
more Assigned - item routed to agent and in omni widget !or acknowledgment
Opened - item acceted and oened in the Console
Declined - item declined #$ agent'ungr$ !or more a#out this5
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Omni-Channel !or /dministratorConcets and Con!igurations !or /dministrators
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Omni-Channel !or /dministrators at a lance
ushed
to agentin console
email
(mail
computerWeb
usergroup
%ommunity
shareocial
chat
%hat
video
+
car
'evice
%
o m m u n i c a t i o n
alesforce
+bects
C R 7 / 8 7
A I - $ * + . / ( /
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Prioritie, ie, and Route
7amle *ueue 1 Routing Con!ig
riorit$
Si9e
: 1
: 1 unit
7amle *ueue ; Routing Con!ig
riorit$
Si9e
: ;
:
Routing Con!ig
riorit$
Si9e
: ?
: ; units+
/vaila#le@ 'as
Caacit$%
Sales!orce ?rd art$
/ssign to *ueue- Work!low- /ssign Rules
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textmobileM
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Setu- /ssociate aRoutingCon!iguration to
the "ueue- /ssign o#3ectsand agents to
"ueue
Work tem Si9e
7ach ie is an agent&scaacit$
Si9e
Si9e
1 unit
Si9e
; unit s
tems are ordered !orrouting !irst #$ the riorit$o! the "ueue+ then #$ the
age o! the item (oldestitems are routed !irst).
OmniEChannel routesitems to availa#le+ caa#leagents with caacit$.
/gen- /ss- /ss
Con!- /ss
Setu- Create a ServiceChannel !or eacho#3ect
- Create resenceStatus so agentscan #e availa#leG
!or the channel
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Service Channels let $ou turn a Sale
as a case+ lead+ SOS session+ or eveinto a work item
Omni-Channel routes these work item
7ach o#3ect onl$ re"uires one Servicena#le it !or ush routing.
Otional setting to automaticall$ oecustom console !ooter comonent w
accets the work item (used !or SOSarticular).
/ssociate Service Channels to reseagents can #ecome availa#le !or the
Omni-Channel Service Channels ushG ena#le Sales!orce o#3ects !or omni to route
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Routing Con!igurations control how work is routed !rom $our "ueues to $our agents.
H ts riorit$ is the relative imortance o! how work will #e routed E across all omni "ueuesH ts si9e is how much caacit$ it re"uires or consumes !rom the agent&s workload
Sales!orce *ueues are associated to Routing Con!igurations
H /ssociate a *ueue to a Routing Con!iguration to ush-ena#leG work !rom the "ueue to agents
H For e!!icienc$+ Routing Con!igurations can #e re-used with multile "ueues
H Create new routing con!igs i! $ou need to rioriti9e or si9e work di!!erentl$ - reuse them+ i! $ou don&t.
Ie!ine relative riorit$ and si9e o! work items
Omni-Channel Routing Con!igurations
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et Work nto *ueues !or Omni-Channel
H When work is assigned to an omni-ena#ledG "ueue+ omni routes it
H Omni-ena#ledG "ueues
H *ueue assigned a Routing Con!iguration
H O#3ect assigned to *ueue has a Service Channel
H /gents assigned to *ueue and setu with omni
H ,se eisting Sales!orce otions to assignG work or set ownershi to
"ueues
H Work!low Rules
H /ssignment Rules (cases and leads)
H 0anuall$ set the record&s owner to an omni-ena#ledG "ueue (7asiest wa$ to test)
H Custom code (BF2/e)
ush Work Out o! *ueues to /gents
H /ssociate *ueues to Routing Con!igurations
H Setu agents with omni-channel
et work into and out o! "ueues
Omni-Channel and Sales!orce *ueues
alesforce+bects
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Omni-Channel Winter ‘16 4imits
8otal *ueued Work er 'our (1=== er hour)H 0a J o! records that can #e "ueued !or Omni-Channel
routing+ er hour in an org+ across all omni-channel ena#led
"ueues.
H 7ver$ time an item is assigned to an omni-channel "ueue+the lat!orm checks the J en-"ueued in the immediatel$receding hour.
H ! the limit has #een reached+ the item will #e #locked !rom#eing assigned to the "ueue.
0aimum ending Routing Re"uests (;===)
H 8he ma J o! records that can #e ending !or Omni-Channel
to route to agents at an$ given time+ across the org.H When work is assigned to omni-channel ena#led "ueues+
omni attemts to route to an availa#le agent. ! there are noagents+ then the work is ending routing.
H 8his limit controls the total num#er o! routing re"uests thatcan #e ending at an$ time.
alesforce+bects
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m ! o r O # 3 e c t / d d e d t o * u e u e
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*ueued 2 'our
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4et agents set and advertise thereceive work
Online and us$ statuses
H Online statuses associated to one
channels
H ,se a single availa#ilit$ status !or
#lendedG or serving multile chan
rovide individual statuses !or eac
to choose
Con!igure resence Statuses athrough Sales!orce ro!iles or
8rack agent usage o! statuses tresences o#3ect (custom reor
Omni-Channel resence Statuses 0anage agent availa#ilit$ !or work
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Ietermine how much workloacross all the "ueues the$ se
H Routing Con!ig si9e consume
Con!ig caacit$
H Caacit$ heldG when work ite
released when declined --OR-
and ta# closed in Console
7ach agent assigned to one
Control otions !or agent in O
in ConsoleH 7licit accet vs. auto-acce
H Otion to declineL automatic s
Ie!ault resence Con!ig creaadministrators a ste
Omni-Channel resence Con!igurations Control agent workload and #ehavior
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When a work item is assigned to an omni-channel "ueue+ omni attemts to route it
Work is routed #ased on the riorit$ o! the "ueue (!rom the routing con!ig) and the age
Omni routes the highest riorit$+ oldest items !irst For each item to route+ the lat!orm attemts to !ind
H /n availa#le agent (i.e. users in an onlineG resence status !or the alica#le channel and "ue
H With caacit$ (i.e. evaluates how #ig the item is and whether the agent has room !or it)
H ! multile agents are availa#le and have caacit$+ then the Routing 0odel alies (4east /ctiv
H ! multile agents are still eligi#le+ then the item is routed to the agent who&s #een waiting the lo
/gent Caacit$ ConsumtionH When work is assigned (i.e. sitting in the widget) and oened #$ the agent (i.e. ta# is oened)+
towards the agent&s caacit$.
H When work is declined (i.e. declined in the widget)+ closed #$ the agent (i.e. ta# is closed)+ or th
in the Omni widget+ the item&s work si9e is released !rom the agent&s caacit$
H 8he statusG o! the item+ like the case or lead+ doesn&t !actor into caacit$ or routing
Omni-Channel Routing Overview
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etup (lement 'escription
Create Service Channels H 8urn a Sales!orce o#3ect+ such as a case or lead+ into a work itemH Omni-Channel routes these work items to $our agents.H 7ach o#3ect re"uires one Service Channel to ena#le it !or ush routing.H O#3ects include Case+ 4ead+ 4ive /gent Chat+ Order+ Social ost+ SOS Session+ Cu
Create Routing Con!igurations H Set the riorit$ and work si9e !or routing urosesH Routing models o! 4east /ctive and 0ost /vaila#le to distri#ute work
/ssign Routing Con!igurations to *ueues H ush ena#le the "ueues #$ assigning the routing con!iguration
/ssign O#3ects and ,sers to *ueues H 7nsure that agents2sta!! to which work will #e ushed are assigned as ,sers to theH 7nsure that the Sales!orce o#3ect (i.e. case+ lead+ etc.) to #e ushed is assigned to
Create resence Statuses H Create online and #us$ statuses !or $our omni-channel usersH Online statuses can #e associated to one or more service channel
/ssign resence Statuses to ,sers H ive users access to the resence statuses #$ assigning them through ro!iles or
Create resence Con!igurations !or ,sers H Ietermine how much work users can take on and what Omni-Channel #ehaviors thauto-accet+ decline)
H 7ach user assigned to one resence Con!igurationH ,nless $ou create and assign to another resence con!iguration+ all users use the
/dd the Omni-Channel widget to the Console a H /dd the Omni-Channel !ooter widget to the alica#le Service ConsoleH 4ive /gent @ Omni-Channel are mutuall$ eclusive !or the user in the console (i.e.
Channel)
8est Mour Setu H 4og in to the Console and set $our user&s status to an online otionH /ssign a record to an omni-channel "ueue (that $our online user is setu to handle
Omni-Channel Setu Checklist
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Omni-Channel !or IeveloersO#3ects and /s
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Omni-Channel SO/ /s Iata model and o#3ects
O#3ects are eosed through Sales!orce
SO/ /s to allow develoers to
create+ retrieve+ udate or delete records
4everages Sales!orce ,sers and *ueues
,sage o#3ects include
H,serServiceresence
H /gentWork
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Sales!orce Console ntegration 8oolkit 0ethods !or O 7tend and customi9e the agent eerience in the Service Console
acceptAgentWork# /ccets a work item that&s assigned to an agent.
closeAgentWork# Changes the status o! a work item to ClosedG and removes it !rom the list o! work items
resence widget.
declineAgentWork# Ieclines a work item that&s assigned to an agent.
getAgentWorkload# Returns the agent"s configured capacity and current workload2
getAgentWorks# Returns a list of work items that are currently assigned to an agent and open in the
getAgentWorks# Returns a list o! work items that are currentl$ assigned to an agent and oen in the agen
getervicePresencetatus%hannels# Retrieves the service channels that are associated with a Service
resence status.
getervicePresencetatusId# Retrieves an agent&s current resence status.
1ogin# 4ogs an agent into Service resence with a seci!ic resence status.
1ogout# 4ogs an agent out o! Service resence.
setervicePresencetatus# Sets an agentNs resence status to a status with a articular I.
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oals !or most customers include
H One lace !or the agent to manage availa#ilit$
H Federated resence - so that availa#ilit$ can #e managed across s$stems
H lended routing o! work to agents
mlementation aroaches
H Create service channel !or o#3ect to #e ushed (associate to ?rd art$ widget i! desired)
H Create resence statuses in Sales!orce that align with the ?rd art$ s$stem (i.e. /vaila#le+ On C
etc.)
H ,tili9e Console ntegration 8oolkit methods to get and set agent status+ eamles
H /gent sets status to /vaila#leG+ C8 adater listens !or state change and udates
H /gent accets hone call+ C8 adater sets state to On CallG
H /gent !inishes and hangs u call+ C8 adater sets state to /!ter Call WorkG
Omni-Channel and C8
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,ser resence
H O#3ect tracks each resence status set #$ the agentin the Console using the Omni-Channel widget
H Column indicates current state vs. audit trail o! histor$
H Status Start and 7nd+ lus duration in the status+ is
rovided
H Caacit$ and dle tracking
H Iuring each status event+ the duration the omni user was
at caacit$ (1==>) and idle (no work) is calculatedH /llows comanies to understand
H er!ormance #$ 8ime in State (i.e. availa#le vs. #us$)
H Comliance and Schedule /dherence (i.e. when and how
long an agent was in certain states)
/gent Work
H 7ach time a work item is routed to agent work is created.
H t contains data a#out when the rec
assigned+ acceted+ and closed #$
H /llows comanies to understand
H Wait time : /cceted 8ime - Re"ue
H /'8 : Closed 8ime - /cceted 8im
H /gent #ehavior !or acceting vs. deH S4/ : > o! work items acceted wi
Omni-Channel owered Iata and Reorting Oerational insights+ lus agent comliance and er!ormance
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)ield 'ata *ype 'escription
Service resence Status 4ooku(Service resence Status) resence status set #$ the user in the Service Console
Status Start Iate Iate28ime 8ime the resence status was set+ or started
Status 7nd Iate Iate28ime 8ime the resence status ended (either #ecause the user changed statuses or logged o!! resenc
s Current State Check#o ndicates whether the resence status currentl$ in use #$ the user
s /wa$ Check#o ndicates whether the status is an onlineG or #us$G resence status
Con!igured Caacit$ Dum#er(+ =) 8he user&s con!igured caacit$ as set in his resence Con!iguration
/t Caacit$ Iuration Dum#er(+ =) /mount o! time (seconds) during this resence status that the user had workload o! 1==> o! his
/verage Caacit$ Dum#er(P+ ;) Iuring the resence session+ the amount o! unused caacit$ (i.e. how much caacit$ was !ree du
dle Iuration Dum#er(+ =) /mount o! time (seconds) during this resence status that the user had no omni-channel work
,ser 4ooku(,ser) Omni-Channel resence user
8rack and reort on users& resence statuses
Omni-Channel ,ser resence
7amle
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)ield 'ata *ype 'escription
*ueue 4ooku(*ueue) *ueue !rom which work was routed
Service Channel 4ooku(Service Channel)
Service channel associated with work
Re"uest Iate Iate28ime 8ime the work item was re"uested (i.e. ownershi set to an omni "ueue)
/ssign Iate Iate28ime 8ime the work items was assigned to the agent (i.e. delivered to the agent&s omni widget)
/ccet Iate Iate28ime 8ime the work item was acceted #$ the omni user (when acceted+ the agent work record&s status is Oen
Iecline Iate Iate28ime 8ime the work item was declined #$ the omni user (this sets the agent work record&s status to IeclinedG and
Close Iate Iate28ime 8ime the work item&s ta# was closed in the Console #$ the omni user (this sets the agent work record&s status
Status icklist Status o! the work record+ includes /ssigned+ Oened+ Closed+ and Ieclined
Seed 8o /nswer Dum#er(+ =) Iuration in seconds #etween the re"uest time and accet time
/gent Caacit$ when Ieclined Dum#er(P+ ;) /mount o! caacit$ the agent had when he declined the work re"uest
ercentage o! Caacit$ ercent(?+ ;)
Con!igured ercentage o! caacit$ (#ased on the routing con!iguration !rom the "ueue) the work item would caacit$
,nits o! Caacit$ Dum#er(P+ ;) Con!igured units o! caacit$ (#ased on the routing con!iguration !rom the "ueue) the work item would consum
,ser 4ooku(,ser) ,ser to which the work was ushed
8rack and reort on items routed through omni-channel
Omni-Channel /gent Work
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/gent Work Records in Ietail
alesforce
+bects
A I - $ * + . / ( / (
W o r k t e m ! o r O # 3 e c t
/ d d e d t o * u e u e
Do+ declines w
%ase
(3ample
Omni *ueues
Omniroutes2ushes
an item to anavaila#le+
caa#le agent
Workauto-acceted
%
Mes
Work in widget
Do
/gent Work RecordHStatus : /ssignedGHRe"uested IateH /ssigned IateH /cceted IateHSeed to /nswer HIeclined IateHClosed Iate
/gent Work RecordHStatus : OenGHRe"uested IateH /ssigned IateH /cceted IateHSeed to /nswer HIeclined IateHClosed Iate
Mes
/gent !inis
closes the itemthe Cons
(! the agent goe
Omni+ the wor
closed
Do+ agent goes
O!!line inOmni widget
/gent
accets%
IeclinedG @ agent ,navaila#leG items go #ack to the "ueue. / new routing2ush attemt creates a new /gent Work record.
4egendHreen : data setHra$ : data not set
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,sing 4ive /gent @ Omni
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resence+ Status+ @ ush to /gent
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n each Console a+ agents can either use 4ive /gent or Omni-Channe
and work noti!ications (the$&re mutuall$ eclusive).
8he onl$ Omni con!igurations alica#le to 4ive /gent areH Service Channel !or the 4ive Chat 8ranscrit (automaticall$ created when omni is en
H resence Statuses (to make chatG and other statuses availa#le !or omni-resence u
H resence Con!igurations (to manage caacit$+ o! which chat is art)
H On orgs with 4ive /gent ena#led+ when omni is turned on+ the lat!orm automaticall$ creates
Con!igurations (with the same caacit$ and assigns users).
H 7nsures that there&s no disrution to chat oerations when omni is ena#led 4ive /gent chat and Omni-Channel routing is stand-alone and searate
H 4ive /gent doesn&t use routing con!igurations or "ueues+ its routing continues to wor
through #uttons+ skills+ etc.
Ke$ oints a#out 4ive /gent @ Omni
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/dditional n!ormation
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H When omni ushes (and assigns work) to an agent+ triggers and work!low !or the ow
the Sales!orce record (i.e. the case or lead) are not !ired to avoid otential collisions
ush2assignment o! the work.
H t&s not ossi#le to disa#le the noti!ication sounds !or incoming work ushed to the ag
4imitations
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*hank you