Enabling Omni-Channel is the gateway to every other routing component. Here is the order most admins follow on the settings page itself, before building queues and routing configurations elsewhere.
- Open the settings page
From Setup, use Quick Find to go to Omni-Channel Settings under Feature Settings > Service > Omni-Channel. This is the page that holds every org-wide switch described here.
- Enable Omni-Channel
Select the Enable Omni-Channel checkbox and save. Saving provisions the routing engine and reveals Service Channels, Queues, Routing Configurations, and Presence Configurations in Setup.
- Turn on Enhanced Omni-Channel Routing
Select Enhanced Omni-Channel Routing so routing runs server-side rather than through agent browser sessions. This is the prerequisite for skills-based and messaging-channel routing.
- Allow skills-based and direct-to-agent routing
If you route by skill or to specific agents, select Enable Skills-Based and Direct-to-Agent Routing, then save. You still define skills and update Routing Configurations afterward.
- Set decline reasons and session expiration
Add a short list of decline reasons agents choose when rejecting work, and review the session-expiration window so unaccepted items return to the queue at a sensible time.
The master checkbox that activates the routing engine and exposes all other Omni-Channel objects and the utility item.
Switches routing to the reliable server-side engine and unlocks skills-based, direct-to-agent, and messaging-channel routing.
Lets routing match work to agent skills or send it to one named agent, after you build the skill model and update routing configurations.
The picklist of reasons agents select when declining a work assignment; the value is stored on AgentWork for supervisor reporting.
How long Omni-Channel keeps pushing an unaccepted work item before it falls back to the queue for manual pickup.
- Enabling Omni-Channel is effectively one-way. Once AgentWork records exist, turning it off strands them and removes the utility item from every app.
- Switching on Enhanced Omni-Channel Routing changes how capacity and assignment behave, so retest existing routing rather than assuming old configurations behave the same.
- The settings page only enables skills-based routing. You must still create skills, assign them to service resources, and mark each Routing Configuration to use skills-based routing rules.
- A session-expiration window that is too short makes work bounce back to the queue before briefly busy agents free up; tune it against real traffic.