to one where the system pushes the work items onto the agent’s screen. Omni channel drives behavior change for an agent – instead of having to monitor queues (list views) of work items – like leads, cases, etc.
As it is the case record that is being monitored as the element of work. Which means that, regardless of what channel the case is raised or updated through – it always gets treated in a unified manner. Omni channel have been built with the concept of using the Salesforce objects itself, as the work items – and not the channel elements (like email, incoming call, SMS, etc.). Push and Screen Pop is the functionality to push items to display in the Omni Channel widget within the service console. Intelligent Routing dictates the routing logic which decides upon the ‘importance’ of an element of work, and queues it for the appropriate agent in the right order of priority. The Workload Management module ensures that an agent is not over utilized (or under-utilized), and only has the right amount of work allocated. Similar functionality is available for the Live Agent and CTI product, but it has now been extended to work in a channel agnostic manner. Presence is the capability for an agent to set and advertise their availability. Salesforce Omni Channel is built on 4 Functional Blocks: It helps put rules in place to allow the system to determine the importance of work items, and pass it on the right person who is available.
In the Winter 16 release, Salesforce has introduced a new feature – the Omni-Channel, which is based on a principle of getting work to the right person at the right time.
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