Save time and effort by automatically routing work items with Omni-Channel. Take advantage of the latest features to achieve optimal results.
- Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers
Make sure that your customers always get the help they need by escalating complex issues from an AI agent to a service rep in Salesforce Voice channels. By using the Escalation topic and an outbound Omni-Channel flow, your Agentforce agents can now easily route Salesforce Voice conversations along with their full history to the right destination. Agentforce Contact Centers in the Salesforce Voice (Native Telephony) model now fully support these escalation capabilities. - Control Queue Access for Superiors in the Role Hierarchy
To better control record sharing, use the Grant Access Using Hierarchies setting on queues to choose whether records shared with queue members are also shared with their superiors. Previously, superiors were always added to queues by default and often received too many email notifications. - Standard Omni-Channel Is Scheduled for Retirement
Standard Omni-Channel is scheduled for retirement in Summer ‘26. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer ‘26 rollout. - Schedule Work Items to Route at a Specific Date and Time
You can now set a specific date and time for work items to to be routed in the future instead of adding them immediately to the routing backlog. This change helps your teams manage callbacks and follow-ups by matching work with available reps only when the scheduled time passes. Supervisors can also track these scheduled items directly within the Command Center for Service backlog. - Route Work Based on Original Request Date
Prioritize work items based on when they were first requested instead of when they entered a queue. Use original record timestamps to keep older tasks at the front of the queue. This helps you prioritize transferred work items or callback retries based on their initial request time. - Stabilize Rep Experience by Preventing Calls Before Reps Are Ready
Keep Omni-Channel from assigning work to your service reps before their telephony connector has fully loaded. Voice Connector Readiness Check lets reps know that Salesforce is still working to make them available and prevents them from receiving work. After single sign-on (SSO) is complete and their Voice connector is ready, the calls come rolling in. By default, an additional base-level check makes sure that reps are accurately configured for the contact center before they can access voice or blended (voice plus other channel) presence statuses. - Connect Your Users to AI Agents and Enhanced Bots Faster
Eliminate unnecessary communication steps when routing to bots to make routing more efficient. Conversations now skip the pending service request process and move directly to an accepted state. Your users receive immediate responses because bots join conversations without waiting for synchronous confirmation. - Customize Your Supervisor Experience with Command Center for Service V2
Transform how your supervisors monitor contact center operations. Build custom layouts that display real-time and historical metrics side-by-side with other Lightning App Builder components. Command Center for Service V2 introduces a flexible and modular workspace that you can configure using the Lightning App Builder. - Filter by Team in Command Center for Service V2
Use the Teams filter in Command Center for Service V2 to narrow your views by team. Available in any Command Center for Service V2 Live Cards and In-Progress Work component that supports filtering, supervisors can use it to focus on segments like Tier 1 Support, Escalations, or Sales. - Monitor Customer Sentiment in the In-Progress Work Component
View real-time customer sentiment in the In-Progress Work component with the User Sentiment column. Supervisors can quickly identify interactions requiring attention by viewing sentiment indicators (Positive, Neutral, or Negative) alongside active work items. - Monitor Wait Time and Presence Status with Live Cards
Track customer wait times and service rep availability with Live Card metrics in Command Center for Service V2. Use Wait Time to see wait times of all work items in the backlog and Presence Status to understand count of service reps with the indicated presence status.