Omni-Channel routing and agent capacity
Key Takeaway
Omni-Channel pushes each work item to an available rep. Queue priority comes first, then how long the item has waited, and no rep gets more work than their capacity allows.
Omni-Channel is the Salesforce feature that sends incoming work, such as cases, chats, voice calls and messages, to service reps automatically. Omni-Channel decides who gets each item from four things: the priority of the item's queue, how long the item has waited, each rep's presence status, and how much of each rep's capacity is already in use. When you know how those four things combine, you can predict which rep gets the next item and why a rep sometimes gets nothing.
How Omni-Channel delivers work
Omni-Channel routes incoming work items from different service channels to the most qualified service reps who are available. Work is pushed to reps, so reps don't pull it from a queue by hand.
Each kind of work arrives through a service channel. Some channels need their own setup before Omni-Channel can route their work. For example, Messaging must be enabled before Omni-Channel can route messaging sessions.
Supervisors monitor rep workloads and work item statuses from one place, Command Center for Service.