Omni-Channel
OmniChannel is a salesforce function that routes various tasks of customers, such as chatting, to users.
Activating the omnichannel
If omnichannel is already active, skip this step and go straight to the flow.
> [Setup] > Quick Find > [Omni-Channel Settings] > [Enable Omni-Channel] > [Save]
Omni channel Settings Categories
Enable Omni-Channel
Select whether to activate the omnichannel.
Enable Skills-Based and Direct-to-Agent Routing
Select to route tasks to users with specific skills.
Enable Secondary Routing Priority
Select whether to apply the secondary routing priority set to the service channel.
Enable Status-Based Capacity Model
Determines the user's capacity based on the status of the job. When selected, the task remains assigned to that user until it is complete or reassigned to another user, and applies to that user's capacity.
Display a login confirmation upon loading a console with Omni-Channel
When selected, a pop-up window will be displayed on the screen to confirm whether you want to keep the omnichannel login so that you do not end the conversation in progress.
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