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            Understanding the Omni-Channel Component Layout

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            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.

            Required Editions

            View supported editions.
            Note
            Note The sidebar layout is available with Enhanced Omni-Channel only.

            Regardless of which layout you choose, the Omni-Channel component organizes work items with new work items at the top, in-progress items in the middle, and paused items at the bottom. Within each of those groups, the inbox organizes work items from most recently updated to least, with the most recent ones appearing higher in the list. Open work items are highlighted in yellow and paused work items are highlighted in gray. Updated work items have a blue dot.

            This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component.

            Omni-Channel component for Enhanced Omni-Channel

            This image shows the Service Console with the Omni-Channel component opened in the sidebar.

            Opened Omni-Channel component in sidebar view

            This image shows the same Service Console with the Omni-Channel sidebar view collapsed.

            Pinned Omni-Channel component in sidebar view
             
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            Salesforce Help | Article