Service Cloud Omni-Channel Winter '16 (Customers)

8/19/2019 Service Cloud Omni-Channel Winter '16 (Customers)

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Service Cloud Omni-ChannelWinter ‘16 Release

Kendra Fumai


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Omni-Channel lets contact cent

type of work to their ag

Contact centers can manage

capacities, & availability so a

work - rather than ulling it !ro

Remove the a#ilit$ !or agents

ick-and-choose work and elim!or a manager to triage or dis

Work is pushed to the best, av

in the Service Console in r

Omni-Channel !or Service Cloud

Agent

Presence

Workload

Mgmt

Intelligent

Routing

Push &

creen Pop


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Omni-Channel !or Oerations

What types of work does the org

suort%

What&s the relative priority in which this

work should #e handled #$ the sta!!%

Which agents or sta!! can handle the

work in each channel%

!ow much workload can the di!!erent

agents handle across all the channels

the$ suort%

'ow much caacit$ do items !rom each

service channel consume o! the agent"s

capacity%

Concurrent Caacit$ Concurrent Caacit$

S e r v i c e

S a l e s


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Ke$ Caa#ilities /gent resence and ush 0anage availa#ilit$ and receive work in real-time

Presence# Set availa#ilit$ to receive

work items and view incoming work

re"uests. Status indicated in widget

!or agent !or ease o! use.

$otify and Accept# Presence #o

!lashes2rings+ and disla$s re"uest

t$e with otions to accet and

decline #ased on admin setu

%ustomie In

rimar$ com

tetual in!o


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Ke$ Caa#ilities /gent resence and ush (cont.) Work screen oed into Console uon accetance

creen Pop# /ssociated entit$

oed in contet to the agent

(in this eamle+ the 4ead)

'()I$I*I+$# Work items have statuses !or the routing+ accetance+ and

more Assigned - item routed to agent and in omni widget !or acknowledgment

Opened - item acceted and oened in the Console

Declined - item declined #$ agent'ungr$ !or more a#out this5


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Omni-Channel !or /dministratorConcets and Con!igurations !or /dministrators


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Omni-Channel !or /dministrators at a lance

ushed

to agentin console

email

(mail

computerWeb

usergroup

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shareocial

chat

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riorit$

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riorit$

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: ; units+

/vaila#le@ 'as

Caacit$%

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Setu- /ssociate aRoutingCon!iguration to

the "ueue- /ssign o#3ectsand agents to

"ueue

Work tem Si9e

7ach ie is an agent&scaacit$

Si9e

Si9e

1 unit

Si9e

; unit s

tems are ordered !orrouting !irst #$ the riorit$o! the "ueue+ then #$ the

age o! the item (oldestitems are routed !irst).

OmniEChannel routesitems to availa#le+ caa#leagents with caacit$.

/gen- /ss- /ss

Con!- /ss

Setu- Create a ServiceChannel !or eacho#3ect

- Create resenceStatus so agentscan #e availa#leG

!or the channel

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Service Channels let $ou turn a Sale

as a case+ lead+ SOS session+ or eveinto a work item

Omni-Channel routes these work item

7ach o#3ect onl$ re"uires one Servicena#le it !or ush routing.

Otional setting to automaticall$ oecustom console !ooter comonent w

accets the work item (used !or SOSarticular).

/ssociate Service Channels to reseagents can #ecome availa#le !or the

Omni-Channel Service Channels ushG ena#le Sales!orce o#3ects !or omni to route


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Routing Con!igurations control how work is routed !rom $our "ueues to $our agents.

H ts riorit$ is the relative imortance o! how work will #e routed E across all omni "ueuesH ts si9e is how much caacit$ it re"uires or consumes !rom the agent&s workload

Sales!orce *ueues are associated to Routing Con!igurations

H /ssociate a *ueue to a Routing Con!iguration to ush-ena#leG work !rom the "ueue to agents

H For e!!icienc$+ Routing Con!igurations can #e re-used with multile "ueues

H Create new routing con!igs i! $ou need to rioriti9e or si9e work di!!erentl$ - reuse them+ i! $ou don&t.

Ie!ine relative riorit$ and si9e o! work items

Omni-Channel Routing Con!igurations


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et Work nto *ueues !or Omni-Channel

H When work is assigned to an omni-ena#ledG "ueue+ omni routes it

H Omni-ena#ledG "ueues

H *ueue assigned a Routing Con!iguration

H O#3ect assigned to *ueue has a Service Channel

H /gents assigned to *ueue and setu with omni

H ,se eisting Sales!orce otions to assignG work or set ownershi to

"ueues

H Work!low Rules

H /ssignment Rules (cases and leads)

H 0anuall$ set the record&s owner to an omni-ena#ledG "ueue (7asiest wa$ to test)

H Custom code (BF2/e)

ush Work Out o! *ueues to /gents

H /ssociate *ueues to Routing Con!igurations

H Setu agents with omni-channel

et work into and out o! "ueues

Omni-Channel and Sales!orce *ueues

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Omni-Channel Winter ‘16 4imits

8otal *ueued Work er 'our (1=== er hour)H 0a J o! records that can #e "ueued !or Omni-Channel

routing+ er hour in an org+ across all omni-channel ena#led

"ueues.

H 7ver$ time an item is assigned to an omni-channel "ueue+the lat!orm checks the J en-"ueued in the immediatel$receding hour.

H ! the limit has #een reached+ the item will #e #locked !rom#eing assigned to the "ueue.

0aimum ending Routing Re"uests (;===)

H 8he ma J o! records that can #e ending !or Omni-Channel

to route to agents at an$ given time+ across the org.H When work is assigned to omni-channel ena#led "ueues+

omni attemts to route to an availa#le agent. ! there are noagents+ then the work is ending routing.

H 8his limit controls the total num#er o! routing re"uests thatcan #e ending at an$ time.

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4et agents set and advertise thereceive work

Online and us$ statuses

H Online statuses associated to one

channels

H ,se a single availa#ilit$ status !or

#lendedG or serving multile chan

rovide individual statuses !or eac

to choose

Con!igure resence Statuses athrough Sales!orce ro!iles or

8rack agent usage o! statuses tresences o#3ect (custom reor

Omni-Channel resence Statuses 0anage agent availa#ilit$ !or work


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Ietermine how much workloacross all the "ueues the$ se

H Routing Con!ig si9e consume

Con!ig caacit$

H Caacit$ heldG when work ite

released when declined --OR-

and ta# closed in Console

7ach agent assigned to one

Control otions !or agent in O

in ConsoleH 7licit accet vs. auto-acce

H Otion to declineL automatic s

Ie!ault resence Con!ig creaadministrators a ste

Omni-Channel resence Con!igurations Control agent workload and #ehavior


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When a work item is assigned to an omni-channel "ueue+ omni attemts to route it

Work is routed #ased on the riorit$ o! the "ueue (!rom the routing con!ig) and the age

Omni routes the highest riorit$+ oldest items !irst For each item to route+ the lat!orm attemts to !ind

H /n availa#le agent (i.e. users in an onlineG resence status !or the alica#le channel and "ue

H With caacit$ (i.e. evaluates how #ig the item is and whether the agent has room !or it)

H ! multile agents are availa#le and have caacit$+ then the Routing 0odel alies (4east /ctiv

H ! multile agents are still eligi#le+ then the item is routed to the agent who&s #een waiting the lo

/gent Caacit$ ConsumtionH When work is assigned (i.e. sitting in the widget) and oened #$ the agent (i.e. ta# is oened)+

towards the agent&s caacit$.

H When work is declined (i.e. declined in the widget)+ closed #$ the agent (i.e. ta# is closed)+ or th

in the Omni widget+ the item&s work si9e is released !rom the agent&s caacit$

H 8he statusG o! the item+ like the case or lead+ doesn&t !actor into caacit$ or routing

Omni-Channel Routing Overview


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etup (lement 'escription

Create Service Channels H 8urn a Sales!orce o#3ect+ such as a case or lead+ into a work itemH Omni-Channel routes these work items to $our agents.H 7ach o#3ect re"uires one Service Channel to ena#le it !or ush routing.H O#3ects include Case+ 4ead+ 4ive /gent Chat+ Order+ Social ost+ SOS Session+ Cu

Create Routing Con!igurations H Set the riorit$ and work si9e !or routing urosesH Routing models o! 4east /ctive and 0ost /vaila#le to distri#ute work

/ssign Routing Con!igurations to *ueues H ush ena#le the "ueues #$ assigning the routing con!iguration

/ssign O#3ects and ,sers to *ueues H 7nsure that agents2sta!! to which work will #e ushed are assigned as ,sers to theH 7nsure that the Sales!orce o#3ect (i.e. case+ lead+ etc.) to #e ushed is assigned to

Create resence Statuses H Create online and #us$ statuses !or $our omni-channel usersH Online statuses can #e associated to one or more service channel

/ssign resence Statuses to ,sers H ive users access to the resence statuses #$ assigning them through ro!iles or

Create resence Con!igurations !or ,sers H Ietermine how much work users can take on and what Omni-Channel #ehaviors thauto-accet+ decline)

H 7ach user assigned to one resence Con!igurationH ,nless $ou create and assign to another resence con!iguration+ all users use the

/dd the Omni-Channel widget to the Console a H /dd the Omni-Channel !ooter widget to the alica#le Service ConsoleH 4ive /gent @ Omni-Channel are mutuall$ eclusive !or the user in the console (i.e.

Channel)

8est Mour Setu H 4og in to the Console and set $our user&s status to an online otionH /ssign a record to an omni-channel "ueue (that $our online user is setu to handle

Omni-Channel Setu Checklist


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Omni-Channel !or IeveloersO#3ects and /s


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Omni-Channel SO/ /s Iata model and o#3ects

O#3ects are eosed through Sales!orce

SO/ /s to allow develoers to

create+ retrieve+ udate or delete records

4everages Sales!orce ,sers and *ueues

,sage o#3ects include

H,serServiceresence

H /gentWork


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Sales!orce Console ntegration 8oolkit 0ethods !or O 7tend and customi9e the agent eerience in the Service Console

acceptAgentWork# /ccets a work item that&s assigned to an agent.

closeAgentWork# Changes the status o! a work item to ClosedG and removes it !rom the list o! work items

resence widget.

declineAgentWork# Ieclines a work item that&s assigned to an agent.

getAgentWorkload# Returns the agent"s configured capacity and current workload2

getAgentWorks# Returns a list of work items that are currently assigned to an agent and open in the

getAgentWorks# Returns a list o! work items that are currentl$ assigned to an agent and oen in the agen

getervicePresencetatus%hannels# Retrieves the service channels that are associated with a Service

resence status.

getervicePresencetatusId# Retrieves an agent&s current resence status.

1ogin# 4ogs an agent into Service resence with a seci!ic resence status.

1ogout# 4ogs an agent out o! Service resence.

setervicePresencetatus# Sets an agentNs resence status to a status with a articular I.


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oals !or most customers include

H One lace !or the agent to manage availa#ilit$

H Federated resence - so that availa#ilit$ can #e managed across s$stems

H lended routing o! work to agents

mlementation aroaches

H Create service channel !or o#3ect to #e ushed (associate to ?rd art$ widget i! desired)

H Create resence statuses in Sales!orce that align with the ?rd art$ s$stem (i.e. /vaila#le+ On C

etc.)

H ,tili9e Console ntegration 8oolkit methods to get and set agent status+ eamles

H /gent sets status to /vaila#leG+ C8 adater listens !or state change and udates

H /gent accets hone call+ C8 adater sets state to On CallG

H /gent !inishes and hangs u call+ C8 adater sets state to /!ter Call WorkG

Omni-Channel and C8


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,ser resence

H O#3ect tracks each resence status set #$ the agentin the Console using the Omni-Channel widget

H Column indicates current state vs. audit trail o! histor$

H Status Start and 7nd+ lus duration in the status+ is

rovided

H Caacit$ and dle tracking

H Iuring each status event+ the duration the omni user was

at caacit$ (1==>) and idle (no work) is calculatedH /llows comanies to understand

H er!ormance #$ 8ime in State (i.e. availa#le vs. #us$)

H Comliance and Schedule /dherence (i.e. when and how

long an agent was in certain states)

/gent Work

H 7ach time a work item is routed to agent work is created.

H t contains data a#out when the rec

assigned+ acceted+ and closed #$

H /llows comanies to understand

H Wait time : /cceted 8ime - Re"ue

H /'8 : Closed 8ime - /cceted 8im

H /gent #ehavior !or acceting vs. deH S4/ : > o! work items acceted wi

Omni-Channel owered Iata and Reorting Oerational insights+ lus agent comliance and er!ormance


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)ield 'ata *ype 'escription

Service resence Status 4ooku(Service resence Status) resence status set #$ the user in the Service Console

Status Start Iate Iate28ime 8ime the resence status was set+ or started

Status 7nd Iate Iate28ime 8ime the resence status ended (either #ecause the user changed statuses or logged o!! resenc

s Current State Check#o ndicates whether the resence status currentl$ in use #$ the user

s /wa$ Check#o ndicates whether the status is an onlineG or #us$G resence status

Con!igured Caacit$ Dum#er(+ =) 8he user&s con!igured caacit$ as set in his resence Con!iguration

/t Caacit$ Iuration Dum#er(+ =) /mount o! time (seconds) during this resence status that the user had workload o! 1==> o! his

/verage Caacit$ Dum#er(P+ ;) Iuring the resence session+ the amount o! unused caacit$ (i.e. how much caacit$ was !ree du

dle Iuration Dum#er(+ =) /mount o! time (seconds) during this resence status that the user had no omni-channel work

,ser 4ooku(,ser) Omni-Channel resence user

8rack and reort on users& resence statuses

Omni-Channel ,ser resence

7amle


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)ield 'ata *ype 'escription

*ueue 4ooku(*ueue) *ueue !rom which work was routed

Service Channel 4ooku(Service Channel)

Service channel associated with work

Re"uest Iate Iate28ime 8ime the work item was re"uested (i.e. ownershi set to an omni "ueue)

/ssign Iate Iate28ime 8ime the work items was assigned to the agent (i.e. delivered to the agent&s omni widget)

/ccet Iate Iate28ime 8ime the work item was acceted #$ the omni user (when acceted+ the agent work record&s status is Oen

Iecline Iate Iate28ime 8ime the work item was declined #$ the omni user (this sets the agent work record&s status to IeclinedG and

Close Iate Iate28ime 8ime the work item&s ta# was closed in the Console #$ the omni user (this sets the agent work record&s status

Status icklist Status o! the work record+ includes /ssigned+ Oened+ Closed+ and Ieclined

Seed 8o /nswer Dum#er(+ =) Iuration in seconds #etween the re"uest time and accet time

/gent Caacit$ when Ieclined Dum#er(P+ ;) /mount o! caacit$ the agent had when he declined the work re"uest

ercentage o! Caacit$ ercent(?+ ;)

Con!igured ercentage o! caacit$ (#ased on the routing con!iguration !rom the "ueue) the work item would caacit$

,nits o! Caacit$ Dum#er(P+ ;) Con!igured units o! caacit$ (#ased on the routing con!iguration !rom the "ueue) the work item would consum

,ser 4ooku(,ser) ,ser to which the work was ushed

8rack and reort on items routed through omni-channel

Omni-Channel /gent Work

7amle


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/gent Work Records in Ietail

alesforce

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W o r k t e m ! o r O # 3 e c t

/ d d e d t o * u e u e

Do+ declines w

%ase

(3ample

Omni *ueues

Omniroutes2ushes

an item to anavaila#le+

caa#le agent

Workauto-acceted

%

Mes

Work in widget

Do

/gent Work RecordHStatus : /ssignedGHRe"uested IateH /ssigned IateH /cceted IateHSeed to /nswer HIeclined IateHClosed Iate

/gent Work RecordHStatus : OenGHRe"uested IateH /ssigned IateH /cceted IateHSeed to /nswer HIeclined IateHClosed Iate

Mes

/gent !inis

closes the itemthe Cons

(! the agent goe

Omni+ the wor

closed

Do+ agent goes

O!!line inOmni widget

/gent

accets%

IeclinedG @ agent ,navaila#leG items go #ack to the "ueue. / new routing2ush attemt creates a new /gent Work record.

4egendHreen : data setHra$ : data not set


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,sing 4ive /gent @ Omni


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resence+ Status+ @ ush to /gent


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n each Console a+ agents can either use 4ive /gent or Omni-Channe

and work noti!ications (the$&re mutuall$ eclusive).

8he onl$ Omni con!igurations alica#le to 4ive /gent areH Service Channel !or the 4ive Chat 8ranscrit (automaticall$ created when omni is en

H resence Statuses (to make chatG and other statuses availa#le !or omni-resence u

H resence Con!igurations (to manage caacit$+ o! which chat is art)

H On orgs with 4ive /gent ena#led+ when omni is turned on+ the lat!orm automaticall$ creates

Con!igurations (with the same caacit$ and assigns users).

H 7nsures that there&s no disrution to chat oerations when omni is ena#led 4ive /gent chat and Omni-Channel routing is stand-alone and searate

H 4ive /gent doesn&t use routing con!igurations or "ueues+ its routing continues to wor

through #uttons+ skills+ etc.

Ke$ oints a#out 4ive /gent @ Omni


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/dditional n!ormation


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H When omni ushes (and assigns work) to an agent+ triggers and work!low !or the ow

the Sales!orce record (i.e. the case or lead) are not !ired to avoid otential collisions

ush2assignment o! the work.

H t&s not ossi#le to disa#le the noti!ication sounds !or incoming work ushed to the ag

4imitations


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*hank you

Documents

Service Cloud Omni-Channel Winter '16 (Customers)