Omni-Channel Developer Guide

Omni-Channel routes work items to queues, agents, skills, and even Einstein Bots (on supported channels) based on defined routing logic. Depending on your business needs, you can use different ways to route work, including Omni-Channel flows.

Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions.

Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied.