Manage Chat Capacity with Omni-Channel

Omni-Channel lets your call center route incoming work items—including cases, leads, or custom objects—to available agents in your support organization. With Chat routing, you could route chats to agents in real time. With Omni-Channel, you can extends this capability to other objects.

Chat routing and Omni-Channel routing differ in one important way: With Omni-Channel, you can enable agents to receive chats and other kinds of objects. For example, you might have a group of agents who can accept chats and incoming cases in real time, all in the Salesforce console. You can control all of these settings with presence configurations. Presence configurations, like Chat configurations, let you set your agents’ capacity to receive these work items, including chats.

When you enable Omni-Channel, we create a Default Presence Configuration for you. All agents, chat or otherwise, are assigned to this configuration unless you create a customized configuration and assign users to it. First, decide whether you’re using the Default Presence Configuration or a custom one to manage your agents’ chat capacity. If your chat agents can accept work items for other objects, make sure that you factor that into the new capacity that you assign to them. After you’ve decided what the appropriate capacity is for the agents who are assigned to that configuration, edit the configuration’s capacity.