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            Support Customers Using the Omni-Channel Component

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            Support Customers Using the Omni-Channel Component

            To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.

            Required Editions

            1. To open the Omni-Channel component:
              1. For the sidebar layout, click the Omni-Channel sidebar component Omni-Channel component sidebar icon icon on the left-hand side of the screen.
              2. For the utility-bar version, click Omni-Channel in the footer of your screen.
              If you don’t see the Omni-Channel component in your app, check with your admin.
            2. Click the dropdown menu and select your status.
              When you mark your status as available in Omni-Channel, a green dot appears next to your status and you begin receiving work requests, like phone calls. Work items assigned to you appear in the Omni-Channel component until you complete, transfer, or decline them.
            3. To accept an incoming work item, click the checkmark button in the Omni-Channel component.
              When you accept a work item, the Omni-Channel component shows a timer. The timer shows the duration since the work item was first added to a queue.
            Tip
            Tip If your Omni-Channel component loses its connection, it tries to reestablish the connection for two minutes. If it fails, you’re disconnected. To reconnect, update your status.
            • Understanding the Omni-Channel Component Layout
              When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features.
            • Understanding Your Work Capacity
              Your work capacity determines how many units of work you can handle at a given time. For example, maybe you can handle up to 2 messaging sessions simultaneously or one phone call. Your admin configured capacity for you.
            • Configure Your Audio Device and Incoming Work Notifications
              If you receive phone calls on the wrong audio device, change the device. Also, to ensure that you don't miss an incoming work item in Omni-Channel, enable audible signals. In case you navigate away from the Omni-Channel component window, set up visual notifications as well.
            • Keyboard Shortcuts for Quick Controls
              Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone.

            See Also

             
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