When multiple channels are included in a single queue, called Omni-queue, you can get an overview of agents' combined workload on all those channels.
To see agents' workload in Omni-queue, do the following:
At the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Channels included in Omni-queue are listed as a single queue. In the following example, channels for chat, email, and messaging apps are included in Omni-queue, while work items (customers) for SMS and Facebook Messenger have their own queues:
Is Omni-queue a new channel?
No. Omni-queue is simply a queue. It includes as many existing Digital DX channels as an admin needs. An admin may choose to add all channels or only some to Omni-queue, but this does not make Omni-queue a new channel. Agents receive work items from all channels included in Omni-queue.
How do I receive work items in Omni-queue?
Agent availability in Omni-queue is controlled by a separate status button in Agent Workspace. Therefore, agents can make themselves available on multiple channels by a single click. Similarly, when agents change their status, that is applied to all channels in Omni-queue at once.
Can agents receive work items on all channels included in Omni-queue?
No. When a channel is disabled for agents, they do not receive work items on that channel, even if the channel is included in Omni-queue.
I used to see an icon for the chat channel in the bottom-left corner of Agent Workspace, but it disappeared. What now?
That's because the chat channel has been either disabled for your user or added to Omni-queue. When you have Omni-queue enabled, hover over the icon in the bottom left of the Agent Workspace to see all channels included in Omni-queue. If you do not see the channel you are looking for, contact your Digital DX admin.