Omni-queue setup
You can combine your available channels into a single queue. Depending on how you set up Omni-queue, your agents can receive work items from the chat, email, and messaging channels in one queue.
- Omni-queue is an account-level feature. When enabled, you cannot override it at agent or department level.
- When an agent does not have access to a channel that is included in the Omni-queue, they will not be assigned work items on that channel.
- Agent availability in Omni-queue is controlled by a separate status button in Agent Workspace. Agents can make themselves available on multiple channels by a single click.
- Concurrent workload limit applies to the combined channels. For example, when agents have a limit of three concurrent work items (and Automatic Distribution is enabled), they can start conversations with three customers, regardless of which channels the customers use. In this case, an agent may work on, say, two active chats and a Facebook Messenger conversation simultaneously.
- An agent's settings for channel availability override Omni-queue settings. When a channel is disabled for a specific agent but is part of the Omni-queue, that agent does not receive work items from the channel. For example, if the SMS channel is disabled for the agent but is part of the Omni-queue, the agent will not get text messages.
Automatic Distribution for Omni-queue
Use Automatic Distribution to automatically place agents in an active sessions without agent interaction.
Frequently Asked Questions about Omni-queue
How does Automatic Distribution for Omni-queue influence other channels?
Omni-queue settings override Automatic Distribution for other channels and thereby simplifies admins' work. When a channel is part of Omni-queue, you can no longer modify its Automatic Distribution settings, even if Automatic Distribution is not enabled for Omni-queue.
What about department-level Automatic Distribution settings?
You cannot modify Automatic Distribution for chat, email, and messaging channels at the department level, even if Automatic Distribution is disabled for Omni-queue. However, you can define Automatic Distribution for Omni-queue at the department level. This will override account-level Omni-queue settings.
Can agents receive work items on all Omni-queue channels?
No. Agent-specific channel settings override Omni-queue settings. When a channel is disabled for agents, they do not receive items on that channel, even if the channel is included in Omni-queue.