Improve workload distribution efficiency by managing VRA sessions within the unified Omni-Channel workflow. By integrating VRA, Omni-Channel uses real-time presence and capacity tracking to support call center rep availability and route sessions only to those with the capacity to handle them. Call center reps can handle these live video interactions through their standard workflow, providing a better customer experience.
Where: This feature is available in Lightning Experience in Enterprise, Unlimited, and Developer editions with the Field Service managed package, Visual Remote Assistant installed, and Omni-Channel enabled. Application sharing is supported on Android and iOS, depending on OS capabilities.
How: Go to the App Launcher and search for Visual Remote Assistant Configuration. Select and enable Omni-Channel Enablement. Set up Omni-Channel routing, queues, and presence. VRA sessions are routed through Omni-Channel and the call center rep presence and capacity is automatically updated during active sessions.