How do I access the Omni-channel supervisor?

How do I access the Omni-channel supervisor?

From Setup, enter App Manager in the Quick Find box, then select App Manager. Next to Omni-Channel Console, click the down arrow then click Edit. Click the Navigation Items vertical tab. Search the Available Items for Omni Supervisor and add it to Selected Items.

How do I set up Omni supervisor?

1. From Setup, enter Supervisor Configurations in the Quick Find box, then select Supervisor Configurations.
2. Click New.
3. Enter a name for your configuration. The Developer Name populates automatically.
4. Add users and profiles to this configuration.
5. Add at least one public group to this configuration.
6. Click Save.

How do I add an omni supervisor in Salesforce?

Make sure you have a working console app.

1. In Setup, enter Apps in the Quick Find box, then select Apps.
2. Click Edit next to the Salesforce console app that you want to add Omni-Channel Supervisor to.
3. In the Choose Navigation Tab Items section, add Omni Supervisor to the Selected Items list.

How do I activate Omni-Channel?

To enable Omni-Channel navigate to the Setup menu in Salesforce. Type in “Omni” in the quick find bar in the upper left, and then click Omni-Channel Settings. Click to check the Enable Omni-Channel checkbox and click Save.

How does Omni-Channel routing work?

Omni-Channel routes work through two separate processes. First, when a new work item is assigned to an Omni-Channel queue, Omni-Channel attempts to route it to an agent. Omni-Channel routes work items by the priority of the queue that they’re assigned to, so the most important work items are pushed to agents first.

What is omni-channel Salesforce?

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. For example, one can configure routing rules to assign cases to agents through Omni-Channel or configure routing rules to assign leads to sales people.

How do I add a user to Omni-Channel?

Assign roles to users Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab. Select Settings > Security > Users. Select the users from the list for whom you want to assign a security role.

What is the use of Omnichannel in Salesforce?

Omni-Channel, Service Cloud’s comprehensive customer service solution, pushes work to agents in real time, right from the Salesforce console. Omni-Channel makes it all happen using objects, which is just a fancy word for anything that can be routed to your agents.