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Service Channel Settings
Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.
Required Editions
| View supported editions. |
| Setting | Description |
|---|---|
| Service Channel Name | Names the service channel. This service channel name, or a version of it, automatically becomes the API Name. |
| Developer Name | Sets the API name for the service channel. |
| Salesforce Object | The type of Salesforce standard or custom object that’s associated with this service channel. For example, if you have a service channel for Web cases set the Related Object Type to Case. For a complete list of objects that service channels support, see Supported Objects for Omni-Channel. |
| Custom Console Footer Component | (Optional) Opens the specified custom console footer component when a service rep accepts a work item request. For example, open a marketing campaign widget when a service rep accepts a lead. |
| Minimize the Omni-Channel widget when work is accepted | Automatically minimize the Omni-Channel component when your service reps accept work. (Lightning Experience only) |
| Automatically accept work requests | Automatically assign work from this service channel to the service rep so that they’re not required to manually accept the incoming work item. You can enable this feature at the service channel level (for the entire channel) and presence configuration level (for a group of service reps). Enabling this feature at the service-channel level provides you with finer control. For example, you can enable Auto Accept for phone calls, but not chats. When this setting is enabled, where the work appears depends on what tabs the service rep has open. For example, if no tabs are open, the work appears automatically in an in-focus tab. If the service rep has tabs open, the work opens in the background. If the service rep has a tab open for the work already, then that tab comes to the forefront. |
| Is Interruptible | Allow in-progress work items from this channel to be interrupted so that agents can handle non-interruptible work items. For example, set the Email service channel to interruptible to let agents, including those who are at full capacity with assigned emails, handle more urgent work items like phone calls. You can override this setting at the routing configuration level. |
| Override agents’ audio settings | Select the sound that service reps hear when work from this service channel is routed to them in Omni-Channel. You can play a different sound for each service channel or group of service reps. For example, to differentiate the type of work, you can play a ringing sound for incoming calls and a ta-dah sound for incoming messages. Audio settings at the service-channel level override the settings for each service rep’s presence configuration. |
| Notification Sound | To play the default sound, select Default. To play a custom sound, select Custom Sound, and then select the audio file that’s uploaded to Static Resources. Valid file types are aac, flac, mp3, ogg, opus, and wav. You can also set this option at the presence-configuration level. If you set it at both levels, the service channel setting overrides the presence configuration setting. |
| Sound Length (Seconds) | Select how long to play the notification sound. The maximum length is 30 seconds. The sound loops until the maximum length is reached. You can also set this option at the presence-configuration level. If you set it at both levels, the service channel setting overrides the presence configuration setting. If the customer ends the session before the service rep joins the conversation, the service rep still hears the notification sound for the specified length of time. |
| Secondary Routing Priority Field | Use field values to determine the routing priority of work items within and across queues when the queue routing configuration priority is the same. Select a priority field, then assign a priority for each field value. 0 is the highest priority. This option appears when you enable secondary routing in the Omni-Channel settings under Setup. When you enable secondary routing, existing work isn't reevaluated. Secondary routing applies to new work opened after this feature is enabled. |
| Routing Configuration | To enable service reps to reassign work items, excluding messaging sessions and voice calls, to a skill or specific rep when the work doesn’t have a routing configuration, define a default routing configuration for the service channel. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration. |
| Capacity Model | Choose either a tab-based capacity model or a status-based model. The tab-based capacity model releases a service rep’s capacity when a work tab is closed in the service console. Tab-based capacity models aren’t supported in apps with standard navigation. With the status-based capacity model, work remains assigned and applied to a service rep’s capacity until the work is completed or reassigned to a different service rep. Service Reps can also pause work to be completed later. See Status-Based Capacity Model Fields for information on the fields that appear when you choose the status-based model. The Capacity Model field appears when you enable the status-based capacity model in the Omni-Channel settings under Setup. To set the status-based capacity model, see Enable and Configure Omni-Channel. |
| Override After Conversation Work settings in presence configuration | Overrides the After Conversation Work (ACW) settings in the presence configuration with the service channel settings. |
| Duration (seconds) | Indicates how many seconds service reps have, from 30 to 3,600, to complete their closing work after a conversation. If Give agents wrap-up time after conversations is selected, this field is required. |
| Let agent extend timer (seconds) | Gives service reps the option to pause the After Work Conversation timer to prevent being put back into available status before completing after conversation work. |
| Extension duration (seconds) | Indicates how many seconds service reps have, from 15 to 3,600, to extend their closing work after a conversation. If Let agent extend timer (seconds) is selected, this field is required. |
| Max Extensions | Indicates how many times, from 1 to 10, service reps can pause the After Work Conversation timer. If Let agent extend timer (seconds) is selected, this field is required. |
Status-Based Capacity Model Fields
These fields appear if you enable the status-based capacity model. To enable status-based capacity, see Enable Omni-Channel. For all channels, except Messaging, map each work status value to an Omni-Channel status: In-Progress, Paused, and Completed. You don’t have to map the statuses for Messaging sessions because these statuses are predefined internally. To see how they’re mapped, view the service channel settings for the Messaging channel.
| Field | Description |
|---|---|
| Status Field | A picklist field on the object, such as a case, that you want to use status-based capacity with. Only fields with a static set of values, like a picklist, can be used with status-based capacity. Specify which values you use to indicate in-progress, paused, and complete status. See Add or Update Picklist Values. |
| Values for In-Progress | This work must, and can, be completed right now. |
| Values for Paused | This work must, but can’t, be completed right now. For example, the service rep is waiting for a customer or partner team to act. Paused is intended for when you want the current owner to complete the work item later. If you don’t care who later completes it, then you can mark it as completed. |
| Values for Completed | No more work is anticipated by the current record owner for this item. |
| Check agent capacity on reopened work items | When a work item is reopened, and the assigned service rep isn’t available, reroute using the most recent routing type. If deselected, assigns the work to the service rep even if unavailable. If a work item is in a paused state, it always goes back to the service rep. |
| Check agent capacity on reassigned work items | When an open work item is reassigned to a service rep, and the service rep is unavailable, reroute using the most recent routing type. If deselected, assigns the work to the service rep even if unavailable. If a work item is in a paused state, it always goes back to the service rep. |
In-Progress, Paused, and Completed are Omni-Channel states. They’re independent of the statuses that an admin creates for an object. As an example, an admin creates statuses on a case called On Hold, Escalated, and New. The admin can assign On Hold as a Paused value, Escalated as In-Progress, and New as Completed. For more information on creating picklist values for an object, see Add or Update Picklist Values.
Work item size indicates the amount of a service rep’s overall capacity that’s consumed when the service rep is assigned the work item. To set the sizes for in-progress and paused work items, see Routing Configuration Settings.
See Also
- Set Up Secondary Routing Priority
- Understand Capacity Models
- Set Up a Status-Based Capacity Model
- Configure Work Items as Primary or Interruptible
- Configure After Conversation Work Time
- Supported Objects for Omni-Channel
- Enable and Configure Omni-Channel
- Routing Configuration Settings
- Add or Edit Picklist Values
