Omni-Channel setup runs in five stages: enable the feature, define channels, build presence statuses, configure routing, and add the Omni-Channel widget to the Service Console. Plan one to two weeks of admin time for a non-trivial rollout.
- Enable Omni-Channel
Setup, Omni-Channel Settings, Enable Omni-Channel. This activates the Service Channel object and the underlying routing engine. After enable, the Omni-Channel widget is available in the Service Console app builder.
- Define Service Channels
Setup, Service Channels. Create one per work-item type: Case, Lead, Messaging, Voice, and any custom object the org routes. Each Channel needs an object name and a capacity model (per-item weight).
- Build Presence Statuses
Setup, Presence Statuses. Create at minimum Available, On Break, and Offline. Assign each status to a Service Channel set: Available accepts everything; Offline accepts nothing. Add status options for break, lunch, meeting based on shift policy.
- Configure routing per channel and queue
Setup, Routing Configurations. For each channel-queue combination, set Routing Model (Most Available or Least Active), Priority (1-9), Push Time-Out, and capacity weight. Assign Routing Configurations to the right queues.
- Drop the Omni-Channel widget on the Service Console
App Builder, edit the Service Console app, add the Omni-Channel utility widget to the utility bar. Agents see the widget floating at the bottom of the console; they pick a Presence Status and incoming work appears in the panel.
Most Available (lowest current load) or Least Active (idle longest). Most Available balances load; Least Active rewards utilization. Pick per channel.
1-9, lower is higher priority. Determines cross-channel routing order. Voice typically priority 1, Cases priority 5, Leads priority 7.
Seconds an item waits for an agent to accept before re-routing. 60 seconds default; lower for voice, higher for cases that need triage.
Items push directly without the accept step. Standard for voice; optional for chat and messaging; rare for cases.
- Presence Statuses are per-org, not per-queue. An agent set to Available is available to every Service Channel that includes Available in its routing config.
- Capacity is per-channel per-agent. Total occupancy across channels can exceed any single channel''s cap; do not assume capacity 100 means 100 total items.
- Skill-Based Routing requires the Service Cloud Voice or Field Service license at a higher tier. The base Omni-Channel license does not include it.
- The Omni-Channel widget needs to be on the utility bar of every Service Console app agents use. Missing widget = agents do not receive routed work even if everything else is configured.
- Omni-Channel Flow and legacy queue-based routing can both be in play, with the flow overriding the queue. Audit which path each Service Channel uses.
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