9

OmniChannel Routing

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Objectives

After completing this lesson, you should be able to:

• Describe the OmniChannel feature of Engagement Cloud
• Activate the OmniChannel routing framework

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 OmniChannel Framework

• Provides automated, channel-agnostic routing of work (Service Requests (SRs) or chat)

to resources for handling
– After an SR is placed in a queue, the OmniChannel framework watches for an
available resource member associated with that queue
– When the resource is available, the OmniChannel framework automatically assigns
the SR to that resource

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This is a supplemental capability to the Assignment Manager rules system.

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 OmniChannel Routing Flow

• An inquiry from a user follows this route to a service agent and back
2. Creates SR with content
and channel information, and
passes information to
1. Customer OmniChannel 3. Assigns work to
4. Finds the most
initiates inquiry via appropriate queue
suitable agent for
any channel based on
given work
assignment rules

Engagement
Cloud
Queuing Routing

7. Agent responds OmniChannel

to the customer in
the appropriate
channel
5. Presents work
to the selected
6.Agent receives agent
work notice

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Routing is supported only for channels that Engagement Cloud natively provides. Some channels,
such as voice, may be routed externally outside of this framework.

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Work Assignment

• To find the most suitable agent for a particular work assignment, OmniChannel
considers:
– The agent's availability for work
– The work type
– The agent's capacity limit for that work type

More

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 Agent Availability

• Is set in two areas

– Presence
— Represents an agent's actual physical availability for work
— Defaults to Available when the agent logs in
— Can be changed by the agent in the Presence toolbar
– Media type availability icons
— Indicate the agent's availability to work in a particular channel type, such as chat or email
— Can be set to accept or block new assignments
Green indicates
Click to change that your current
presence is
presence
available

Icon to set availability for

email media type

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Presence is set for two parameters: Real time work and non-real time work. These will blend
together channel types that have a similar impact to the agent's workload. For example, emails and
web form submissions are similar and are both treated as non-real time work.

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Work Types

• Real Time Work

– Is live and synchronous
– Uses channels such as phone, chat, or video chat
– Typically, an agent can handle only one real time task at a time
• Non-Real Time Work
– Provides asynchronous responses
– Uses channels such as email, social media, a help forum, and so forth
– Typically, an agent can work on multiple non-real time tasks simultaneously

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Capacity Limit

• Is the maximum number of work items that will be assigned to an agent

– The agent works on assigned items in turn, while other items wait for the agent's
attention
• Depends on the work type
– All agents have the same maximum for each work type
Maximum capacity
for
non-real time work

Maximum capacity
for
real time work

Agent

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Work Assignment

• OmniChannel determines how to assign work to agents. For example:

– If an agent's presence is set to busy, real time work will not be routed to the agent
– An agent must have capacity for the work type (real or non-real time)
– If no agents in the queue are available, the work object stays in the queue until an
agent becomes available.
Real time Non-real time
queue queue

Maximum
Capacities

Agent 1 Agent 2

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 Implementing OmniChannel Routing

• Enable the OmniChannel routing feature for the Service offering

• Enable Automatic distribution for one or more queues
• Configure OmniChannel notification profile options
• Set the capacities for your resource pool for real time and non-real time work
• Confirm that the desired Job Role(s) are granted the OmniChannel routing privilege,
SVC_ MANAGE_ OMNICHANNEL_ PRESENCE_ AND_ AVAILABILITY_ PRIV
– This is required to display the presence toolbar to a user
– Typically, the Service Request Representative and Service Request Troubleshooter
roles have this privilege

More

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Prerequisites for implementing OmniChannel routing include:

• One or more queues
• At least one resource member assigned to each queue
• Assignment manager rules for allocating SRs to queues

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Enable OmniChannel

• Use the "Manage Administrator Profile Values" task to enable the OmniChannel
framework
– By default, this is disabled

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Enable Automatic Distribution

• Select a queue and enable "Automatic (Push) distribution" to invoke OmniChannel

routing for that queue
– Only queues with automatic distribution are processed by resource assignment

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Configure Notification

• Use the "Manage Administrator Profile Values" task to optionally configure these
notification settings relevant to OmniChannel :
– SVC_OMNICHANNEL_BROWSER_NOTIFICATION_ENA
— Enable real time notifications to the user in the browser within Simplified UI
— The default value is No
– SVC_OMNICHANNEL_BROWSER_NOTIFICATION_AUTO_INT
— Specify the number of seconds that lapse before the notification is automatically
dismissed
— The default value is 30
– SVC_OMNICHANNEL_DESKTOP_NOTIFICATION_ENA
— Enables desktop toast notifications even when the user is not actively viewing the
application page in the browser
— The default value is No

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Setting Capacities

• Use the "Manage Capacities" task to set the capacity for service requests (treated as
non-real time work) and for Chat (treated as real time work)

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Confirm Privileges

• Users (typically customer service agents) who will be assigned work via Omnichannel
must have the privilege SVC_MANAGE_OMNICHANNEL_PRESENCE AND
AVAILABILITY_PRIV in order to view the presence toolbar and set their availability

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Recommended Practices

• Enable and use the OmniChannel framework to ensure that agents are maximally
efficient
• Avoid setting the capacity for non-real time work too high.
– This will keep more items in the queue for free agents to receive immediately, rather
than being potentially backlogged in a single user's list

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Use Cases

• Examples of queuing and routing working together to handle SRs more effectively:
– Route SRs to agents with appropriate skills
— Create a separate queue for each product or product family
— Set up assignment rules to route work based on product or category fields
— Assign product specialists to each queue
– Manage High Severity issues
— Create a separate queue for severe/critical/high priority SRs
— Set up assignment rules to route SRs based on the Critical or Severity fields
— Assign your most experience agents to this queue
– Provide special handling for premium customers
— Create a separate queue for premium customers
— Set up assignment rules to route SRs based on account for premium customers
— Assign specially-trained agents to the Premium Customer queue

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Lesson Highlights

• The OmniChannel framework routes an SR from a queue to an individual resource

associated with that queue based on the agent's:
– Availability
– Media type availability
– Capacity by work type
• OmniChannel must be enabled both system-wide and queue-by-queue
• OmniChannel can also optionally be configured for notification

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Practice

• Enable and test OmniChannel routing for a queue

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