Omni-Channel Routing

Omni-Channel is a feature that can be used in the Sales or Service Console which when once enabled and configured, automatically pushes work to your users in real time. Omni-Channel basically checks the assigned work items and then will route the work items to the most qualified, available support agents using the routing criteria that you define. There are few ways in which you can configure Omni-Channel Routing in your org. In this video, we will understand step by step on how you can configure those routing configurations

What is Omni-Channel Routing?

Omni-Channel is a tool that sits inside of either the Sales or Service Console that, once enabled and configured, automatically pushes work to your users in real time. Omni-Channel takes incoming work items and routes them to the most qualified, available support agents using the routing criteria that you define.

There are three ways from which we can do Omni-Channel Routing

1. Queue-Based Routing
2. Skill-Based Routing
3. External Routing

Queue-Based Routing

You assign agents to queues, which typically represent a single skill. Omni-Channel assigns work items to a queue and then pushes work items to an agent who is a member of that queue.

Best Use Case of Queue-Based Routing

Best for smaller organizations that support a limited number of products

Skill-Based Routing

Skills-based routing looks at the skills required to complete a work item and matches these to the skills that are assigned to the agent.

Best Use Case for Skill-Based Routing.

Best for larger organizations that: Have many agents that support many products. Support products that require complex skill sets. Support customers in many countries or across multiple languages.

External Routing

A third-party routing implementation of your choice routes work items through Omni-Channel to agents via the Salesforce Service Console. A developer uses APIs to integrate the partner routing application with Salesforce.

Best UseCase of External Routing

Best for organizations that want to route work to the Salesforce Service Console while keeping the routing implementation that the organization currently uses.

Demo of Omni-Channel

Apex Code for Skill Based Routing

public class SkillBasedRoutingApexHours {
    @InvocableMethod
    public static void routingCasesToAgents(List<String> caseIds){
        //Create PSR
        //Add skills to the request for the case
        //Push it to queue
        List<Case> casesInserted = [SELECT id,subject from Case where ID IN: caseIds];
        LIst<Skill> allSkills = [SELECT id,MasterLabel from Skill];
       
        for(Case caseR : casesInserted){
            PendingServiceRouting psr= new PendingServiceRouting();
            psr.workItemId = caseR.Id;
            psr.RoutingType = 'SkillsBased';
            psr.RoutingPriority = 1;
            psr.CapacityWeight = 1;
            psr.ServiceChannelId = '0N95j000000fzyz'; //Use your own Service Channel ID
            psr.RoutingModel = 'MostAvailable';
            psr.IsReadyForRouting = FALSE; //DRAFT state
            Insert psr; //First Step is completed
           
            //Find Out The Skills Required for a fiven Case based on its Subject
            List<String> matchingSkillIds = new List<String>();
            for(Skill skillR: allSkills){
                if(caseR.Subject.contains(skillR.MasterLabel)){
                    matchingSkillIds.add(skillR.Id);
                }
            }
           
            List<SkillRequirement> skillToInsert = new List<SkillRequirement>();
            //Associate matching skills with PSR request
            for(String matchingSkillId: matchingSkillIds){
                SkillRequirement skillReq = new SkillRequirement();
                skillReq.SkillId = matchingSkillId;
                skillReq.RelatedRecordId = psr.id;
                skillReq.SkillLevel = 5;
                skillToInsert.add(skillReq);
            }
            Insert skillToInsert;
           
            //Push our request in to the queue
            psr.IsReadyForRouting = TRUE;
            Update PSR;
        }
    }
}

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