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            Configure the Omni-Channel Widget to Work with Agent Engagement

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            Configure the Omni-Channel Widget to Work with Agent Engagement

            Now that you set up an enablement site (myTrailhead) and created modules, configure the Omni-Channel widget. The widget is where a Workforce Engagement agent receives learning assignments.

            Required Editions

            Example
            Example
            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            View supported editions.
            Configuration Step Documentation
            1. Enable Omni-Channel. Enable Omni-Channel
            2. In Omni-Channel Settings, turn on Enable Skills-Based and Direct-to-Agent Routing. In Omni-Channel Routing Configurations, make sure that Use with Skills-Based Routing Rules is disabled. Enable Skills-Based Routing

            3. Create a service channel associated with the Person Training object.

            This channel is used to route training to your agents.

            Important
            Important In Spring ‘22, we renamed the Agent Training object to Person Training. If you set up Workforce Engagement previously, update your service channel to use Person Training instead of Agent Training.
            		 Create Service Channels

            4. Create presence statuses.

            Presence statuses indicate when agents are available for training. Assign the channel that routes training to this presence status.

            		 Create Presence Statuses

            5. Create a custom Lightning console app.

            If it's not already configured for your org, add a Lightning console app for Workforce Engagement.

            		 Create and Edit a Custom Lightning Console App

            6. Add the Omni-Channel widget.

            From this widget, agents can launch a learning module that’s been assigned to them.

            		 Add the Omni-Channel Utility to the Console
             
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