Starting with Omni Channel Routing (OCR)

What is Omnichannel Routing

Agents will no longer need to assign their own tickets, allowing them to focus on high-value tasks.

• Deliver conversations to the right agent based on availability and capacity, as well as conversation priority and agent skills.
• Create capacity rules to set limits on automatically assigned work and balance agent workloads.
• Enable unified agent statuses so agents can update their availability across all channels in a single location
• Direct Conversations to the Right Expert with Skills-Based Routing

Conceptos

• • About omnichannel routing with unified agent status
  • About unified agent status
  • About using skills to route tickets
  • Routing options for incoming tickets

Plan

• • Best practices: Planning your routing workflow
  • Creating a plan for your routing configuration

Configuración

• • Turning on omnichannel routing
  • Managing your omnichannel routing configuration
  • Configuring unified agent status
  • Balancing your agent workload with capacity rules
  • Workflow recipe: Automatically closing tickets created by abandoned calls.

Requerimientos

Your account must meet the following requirements to use omnichannel routing:

• The Agent Workspace must be activated for your account.
• If your account has a Chat subscription, native messaging or Sunshine Conversations must also be activated.
• You can't be using live chat.

Limitaciones

Omnichannel routing with unified agent status currently has the following limitations:

• Omnichannel routing can't be enabled if you’re using live chat. Only Messaging is supported.
• Broadcast and hybrid modes for messaging aren't supported.
• Focus mode isn't supported.
• The ability to set an agent's status if they don't accept a number of message assignments, known as automatic idle, isn't supported yet.
• When using agent statuses, operating hours won't automatically set an agent's status.
• Light agents can't be assigned tickets and can't set a status.
• The ability to change a Talk agent’s status from the Talk dashboard, mobile apps, or by using the Talk APIs isn't supported. Integrations that use Talk APIs to change agent statuses might also be impacted.
• The ability to set up multiple call routing fallback groups in Talk settings for a single line or IVR keypress isn’t supported with omnichannel routing. However, if you use skills with omnichannel routing, you can achieve something similar by configuring the skills timeout settings. When using skills, calls are routed to an agent with matching skills first and, only if the skills timeout is reached, "overflows" to other agents in the same group without the skills.
• Tickets are created for all calls as soon as they enter the queue. The setting “Create tickets for abandoned calls” is no longer available.
  Tip: You can create a workflow to automatically close tickets created for abandoned calls.
• If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to the agent will no longer be forwarded to the agent’s phone.
• Explore dashboards will show per channel agent statuses but not unified custom statuses.
• At the time omnichannel routing is activated, agent statuses are automatically set to offline initially, then agents are prompted to set their own status after that.
• When using priority phone numbers in Talk, call tickets are assigned High priority but aren't necessarily put directly at the top of the queue.
• Talk Partner Edition isn't supported. The way you route calls for Talk Partner Edition depends on the integration you're using.

Planeación

Links resaltados en el diagrama:

• Defina la capacidad de los agentes

• Revise Estatus unificado de agentes

• Call offering time limits

• Defina Skills y Agentys con Skills