Accounts with Chat and Messaging traffic can enable Omnichannel Routing and leverage capabilities such as priority queue, skills based routing for Chat and Messaging tickets.
Setup
- Considerations before enabling omnichannel routing
- Enable Omnichannel Routing
- Setup capacity for your agents
- Update settings - Reassignment threshold, Messaging Activity Routing, Skills wait time from Omnichannel Routing settings page. (Optional)
Routing
- Both Chat and Messaging tickets will assigned to agents, who are online and have capacity, based on the assigned group and skills.
- Learn more about Omnichannel Routing here.
Real-time Monitoring
- Live data dashboard in Explore is available to monitor your queue and agents for Chat and Messaging.
- Chat dashboard > Monitor can be used, except the Queue drill-down into Assigned and Offered Chats.
- Visitor List > Currently served and Assigned will not be supported. However, you can monitor the queue and agents using Live data dashboard in Explore.
- Chat > Team > View All is not supported. As above, you can monitor what your agents are working on using Agent drill down in live data dashboard in Explore.
Historical Reporting
- Chat and Engagements dataset can continue to be used for reporting.
- Chat > Analytics can be used as well. Acceptance rate metric is not supported once the account enables omnichannel routing.
- Messaging dataset and dashboard is available for reporting on messaging
Eligibility
To be part of this Early Access Program, your account should be using web/mobile messaging on Agent Workspace.
Limitations of the EAP
There are limitations to the EAP
- Broadcast and Hybrid assignment is not supported
- Acceptance rate and Queue drill down in real-time monitor is not supported
- Visitor List > Currently served and Assigned will not be supported
- Queue position in the widget and Triggers is not supported once you setup priority routing.
- Conversation APIs - Updating agent / bot status via APIs will not be supported
- Agent Availability APIs - Will be supported only for messaging. Also account and department status in Chat Triggers will not be supported when the status is managed via APIs.
- Real-time Chat APIs - It will not support drill-down of Queue into Offered and Assigned Chat
- Incremental Chat APIs - Acceptance rate is not supported