Setting up Omni-Channel is a multi-step Setup workflow: enable the feature, define Service Channels, build Routing Configurations, build Presence Configurations, add the Omni-Channel widget to the Service Console Utility Bar, and assign users.
- Enable Omni-Channel
Setup, Omni-Channel Settings, Enable Omni-Channel. The flag is org-level. Without it, Service Channels and Presence Configurations cannot be created.
- Create Service Channels
Setup, Service Channels, New. Define one for each kind of routed work: Cases, Chats, Voice Calls, Messages, Custom Work. Pick the sObject and the Routing Type (Most Available, Least Active, External).
- Build Routing Configurations
Setup, Routing Configurations, New. Set the Routing Model, Push Time Out (typically 30 seconds), and Auto-Accept setting. Higher Push Time Out reduces stress; lower gives faster routing.
- Build Presence Configurations
Setup, Presence Configurations, New. Set Capacity, Auto-Accept, Decline Reasons, Idle Time. Assign each agent type to a Presence Configuration matching their training level.
- Configure work type capacity
Inside the Presence Configuration, set the per-Service-Channel capacity weight. A chat might cost 1 unit, a case 2 units. The weights cap concurrency on the agent.
- Add the Omni-Channel widget to the Service Console
Setup, App Manager, edit the Service Console, Utility Bar, add Omni-Channel. The widget renders at the bottom of the console for assigned agents.
- Assign Skills if using Skills-Based Routing
Setup, Skills, New, define each Skill (Spanish, Refunds, Tier 2). Assign Skills to users on their user record. Configure Required Skills on cases through Flow at case creation.
- Train agents on the presence and accept flow
Agents need to know how to change status, accept work, decline with reason, and close work. A 30-minute training prevents the most common "Omni isn't sending me anything" complaints (the agent is in Offline status without realizing).
The category of routable work (Cases, Chats, Voice, custom). Ties to a sObject and a Routing Configuration.
How work is matched to agents: Most Available, Least Active, External Routing. Includes Push Time Out and Reroute behaviors.
Per-agent capacity, accept behavior, and presence rules. Assigned per profile or per user.
Per-Service-Channel weight against the agent capacity. A chat might be 1 unit; a case might be 2 units. Caps concurrent work.
Optional layer matching agent skills (Spanish, Refunds) against required skills on the work item.
How long an agent has to accept routed work before the system re-routes. Typical value 30-60 seconds.
- Capacity weights are the most-misconfigured Omni-Channel knob. Wrong weights cause either over-loaded agents or under-utilized agents. Tune in pilot, monitor weekly.
- An agent in Offline status receives no routed work. Many "Omni is broken" tickets trace to the agent's presence widget being collapsed and the agent not realizing they are Offline.
- Skills-Based Routing requires Required Skills on every routed work item. A case without Required Skills routes through the basic Service Channel rules. Flow at case creation is the right place to set Required Skills.
- Push Time Out below 20 seconds creates agent stress and increases the rejection rate. Below 15 seconds is hostile. Most teams settle at 30-60 seconds.
- External Routing integrations (Genesys, Five9, NICE) require Connected App credentials and a partner-built adapter. Plan the integration as a separate project from the Omni-Channel base configuration.