Save time and effort by automatically routing work items with Omni-Channel. Take advantage of the latest features to achieve optimal results.
- Set Up Omni-Channel with a Guided Skill Workflow
Set up Omni-Channel faster with the service-omni-channel-setup-coordinate skill, which guides you through configuring routing, queues, users, presence statuses, permissions, and supervisor access in one workflow. The skill detects and reuses your existing configuration and creates what's missing where supported. - Monitor Service Reps with the Service Reps Component
Get a comprehensive overview of your service reps' real-time status and current work with the Service Reps component in Command Center for Service V2. Monitor your team's presence, capacity, workload, and active work distribution in a single consolidated list view. - Gauge Your Backlog with the Backlog Component
Get a unified view of all backlogged work waiting to be routed to service reps with the Backlog Lightning App Builder component in Command Center for Service V2. See skills-based, queue-based, and direct-to-agent-based work items and their wait times in a consolidated list view.