Access Omni-Channel Setup Home

Set up Omni-Channel to route incoming work items from different service channels to qualified, available support reps in your contact center. To learn more about what Omni-Channel components to set up and get a list of setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. You can also view details about and click a link to access every service channel instance defined for your company.

Required Editions

View supported editions.

Note We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for support reps and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Comparison of Standard and Enhanced Omni-Channel and Enable and Configure Omni-Channel.

1. In the Quick Find box under Setup, enter Omni-Channel Home, and then select Omni-Channel Home.
   
2. To perform a setup task, click the link.
3. To learn more about a setup task, click Learn More for the task.
4. In the Channel Instances section, check out the service channel instances that were created for your company.
5. If a warning appears for a service channel instance, hover over the icon for more information.
   For example, a warning appears if the assigned Omni-Channel flow is inactive or the channel instance routes work to a queue with a missing routing configuration.