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            Set Up Omni-Channel Routing

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            Set Up Omni-Channel Routing

            Omni-Channel Routing connects agents and assignments to Employee Concierge Bot.

            Required Editions

            Available in: Lightning Experience, Enterprise, and Unlimited Editions
            1. From Service Setup, in the Quick Find box, enter Omni-Channel Settings, and then select Omni-Channel Settings.
            2. Select Enable Omni-Channel and Enable Skills-Based and Direct-to-Agent Routing, and then save your settings.
            3. Click the Setup icon, and then select Service Setup.
            4. In Recommended Setup, select View All Records.
            5. Scroll to select Omni-Channel Setup, or you can enter Omni-Channel in the Quick Find box.
            6. Click Start.
            7. Create an agent queue.
              • Queue Name: Concierge Bot Channel
              • Name These Agents: Concierge Bot Channel
            8. Add agents to the queue by clicking the + sign next to an agent’s name or searching for the agent.
              Note
              Note Be sure to add your name to the list of agents.
            9. Click Next.
            10. For Priority for the Routing Configuration for the Concierge Bot Channel, enter 1.
            11. Accept the defaults for the remainder of the flow, and then click Finish.
             
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